Senior Manager, Customer Success

At Twilio, we’re shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to hundreds of thousands of businesses and empower millions of developers worldwide to craft personalized customer experiences.

Our dedication to remote-first work, and strong culture of connection and global inclusion means that no matter your location, you’re part of a vibrant team with diverse experiences making a global impact each day. As we continue to revolutionize how the world interacts, we’re acquiring new skills and experiences th...

We use Artificial Intelligence (AI) to help make our hiring process efficient. That said, every hiring decision is made by real Twilions!

In this role, you’ll:
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.

Twilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to apply. If your career is just starting or hasn't followed a traditional path, don't let that stop you from considering Twilio. We are always looking for people who will bring something new to the table!
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.
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.