Senior Manager, Customer Success

At Twilio, we're shaping the future of communications, all from the comfort of our homes.

Join the team as Twilio's next Senior Manager, Customer Success.

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.

Travel: Approximately 20%-25% travel is anticipated to help you connect in-person in a meaningful way.

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.