# Senior Manager, Customer Success

**Company**: Twilio
**Location**: Remote - Australia
**Work arrangement**: remote
**Experience**: senior
**Job type**: full-time
**Category**: Operations
**Industry**: Technology

**Apply**: https://job-boards.greenhouse.io/twilio/jobs/8213826?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_833aa2ba-2a7

## Description

We are seeking a Senior Manager, Customer Success to join our team at Twilio. As Senior Manager of Customer Success for APJ, you will lead a high-performing team of Senior Customer Success Managers overseeing a portfolio of enterprise accounts across the region.

Responsibilities:

- 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.

Qualifications:

- People Leadership: 3+ years of people management experience in Customer Success, with a proven track record of hiring, coaching, and developing high-performing teams.

- Customer Success Experience: 8+ years of total Customer Success Management or Account Management experience within complex enterprise environments.

- Enterprise Portfolio Management: Experience leading teams that manage Fortune 500 or large, multi-faceted enterprise organizations.

- Regional APJ Execution: Proven ability to navigate complex, multi-regional client structures across APJ, drive platform adoption, and achieve retention and revenue targets (OKRs).

- Strategic Acumen: Comfortable leading business and value conversations with both technical stakeholders (Data, IT, Engineering) and line-of-business executives.

- Leadership Competencies: Empathetic leadership style, exceptional crisis-communication and escalation management skills, and strong executive negotiation capabilities.

Location: This role will be remote, and based in Australia. Approximately 20%-25% travel is anticipated.

What We Offer: Working at Twilio offers many benefits, including competitive pay, generous time off, ample parental and wellness leave, healthcare, a retirement savings program, and much more.

## Skills

### Required
- Customer Success
- People Leadership
- Enterprise Portfolio Management
- Strategic Acumen
- Leadership Competencies

### Nice to have
- Experience working with usage- or consumption-based revenue models
- Background or familiarity with Customer Data Platforms (CDP)
- MarTech stacks
- communications APIs
- broader B2B SaaS ecosystems

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Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/twilio/jobs/8213826?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)