Senior Manager, Customer Success
Job description
Senior Manager, Customer Success for APJ at Twilio, leading a team of Senior Customer Success Managers overseeing enterprise accounts across the region. The role focuses on coaching, executive escalation, and cross-functional alignment to drive adoption, retention, and account growth.
At a glance
- Employment
- Full-time · Employee (employment agreement)
- Work mode
- Remote · Australia
What you'll do
- Lead and inspire a team of Senior CSMs driving account health, platform adoption, usage growth, value realization, and customer advocacy across the APJ region
- Guide your team in helping enterprise clients execute holistic customer engagement strategies, leveraging both data infrastructure and communication channels
- Serve as executive escalation contact for strategic accounts, building trusted advisor relationships with enterprise executives across IT, Product, Marketing, and Operations
- Partner cross-functionally with Sales, Professional Services, Renewals, and Technical Support to protect recurring revenue, secure renewals, and drive usage expansion opportunities
- Oversee account health tracking, forecasting, and reporting within Salesforce.com, establishing proactive risk identification and mitigation processes
- Refine local customer success practices to align APJ operations with Twilio's global customer engagement strategy
What we're looking for
- 3+ years of people management experience in Customer Success, with a proven track record of hiring, coaching, and developing high-performing teams
- 8+ years of total Customer Success Management or Account Management experience within complex enterprise environments
- Experience leading teams that manage Fortune 500 or large, multi-faceted enterprise organizations
- Proven ability to navigate complex, multi-regional client structures across APJ, drive platform adoption, and achieve retention and revenue targets (OKRs)
- Comfortable leading business and value conversations with both technical stakeholders (Data, IT, Engineering) and line-of-business executives
- Empathetic leadership style, exceptional crisis-communication and escalation management skills, and strong executive negotiation capabilities
Nice to have
- Experience working with usage- or consumption-based revenue models, driving adoption and consumption expansion strategies
- Background or familiarity with Customer Data Platforms (CDP), MarTech stacks, communications APIs, or broader B2B SaaS ecosystems
Your team
Customer Success Management
The central touchpoint for strategic customers, orchestrating the post-sales customer lifecycle in partnership with Professional Services, Sales, Product, and Support; manages executive customer relationships, drives platform adoption, and guides organizations on leveraging customer data.
Benefits
- Competitive pay
- Generous time off
- Ample parental and wellness leave
- Healthcare
- A retirement savings program
Apply
About Twilio
Shaping the future of communications
Twilio delivers innovative solutions to hundreds of thousands of businesses and empowers millions of developers worldwide to craft personalized customer experiences. Its unified Customer Engagement Platform combines market-leading communications channels (Messaging, Voice, Video) with Customer Data Platform (CDP) capabilities.
Key facts
- Communications / B2B SaaS
- Remote-first company
- Unified Customer Engagement Platform combining Messaging, Voice, Video with CDP capabilities
- Values called Twilio Magic
- Supports employee volunteering and donation efforts
What they value
- Twilio Magic