Senior Manager, Customer Success @Twilio

Overview

Twilio is seeking a Senior Manager, Customer Success to lead a high-performing team across the APJ region, focusing on customer engagement and platform adoption for enterprise accounts.

Key Responsibilities

• Lead and inspire a team of Senior Customer Success Managers driving account health and customer advocacy.
• Guide enterprise clients in executing customer engagement strategies using data infrastructure and communication channels.
• Serve as the executive escalation contact for strategic accounts and build trusted relationships with enterprise executives.
• Partner with cross-functional teams to protect recurring revenue and facilitate usage expansion opportunities.
• Oversee account health tracking and reporting, establishing risk identification processes within Salesforce.com.
• Refine local customer success practices to align APJ operations with Twilio's global strategy.

Requirements

• 3+ years of people management experience in Customer Success.
• 8+ years of total Customer Success or Account Management experience in complex enterprise environments.
• Experience managing Fortune 500 or large enterprise organizations.
• Proven ability to drive platform adoption and achieve retention targets across the APJ region.
• Strong leadership competencies with crisis communication and negotiation skills.
• Familiarity with Customer Data Platforms and B2B SaaS ecosystems is desirable.

Benefits

Twilio offers competitive pay, generous time off, healthcare, retirement savings programs, and more. Offerings vary by location.

Location

Remote - Australia

How to Apply

Interested candidates should apply directly through the company’s official job portal.