Remote opportunity at
TwilioSenior Manager, Customer Success
Twilio is hiring a Senior Manager, Customer Success to oversee a team of Senior Customer Success Managers across the APJ region. In this role, you will…
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About This Role
Twilio is hiring a Senior Manager, Customer Success to oversee a team of Senior Customer Success Managers across the APJ region. In this role, you will direct post-sales management for enterprise accounts, guiding clients on communication channels, data infrastructure, and customer engagement strategies. Twilio provides a unified Customer Engagement Platform combining messaging, voice, video, and Customer Data Platform capabilities to assist organizations in orchestrating personalized interactions. This opportunity suits an…
Job Description
Twilio is hiring a Senior Manager, Customer Success to oversee a team of Senior Customer Success Managers across the APJ region. In this role, you will direct post-sales management for enterprise accounts, guiding clients on communication channels, data infrastructure, and customer engagement strategies. Twilio provides a unified Customer Engagement Platform combining messaging, voice, video, and Customer Data Platform capabilities to assist organizations in orchestrating personalized interactions.
This opportunity suits an experienced customer success leader who excels at coaching talent, managing escalations, and establishing cross-functional alignment with sales, engineering, and product departments. Responsibilities include tracking account health via Salesforce.com, protecting recurring revenue, driving platform adoption, and refining regional go-to-market strategies.
The position is remote and based in Australia, requiring approximately 20% to 25% travel for customer meetings, team gatherings, and functional off-sites. Twilio operates as an equal opportunity employer.
Responsibilities
- Manage and inspire a team of Senior CSMs focused on adoption, usage growth, and value realization across the APJ region
- Act as an executive escalation contact for strategic accounts and cultivate relationships with enterprise leadership
- Collaborate cross-functionally with Sales, Professional Services, Renewals, and Technical Support to protect revenue and secure renewals
- Monitor account health metrics, forecasting, and reporting inside Salesforce.com
- Adapt local customer success procedures to match the broader global engagement strategy
Requirements
- Minimum 3 years of people management experience in Customer Success with a history of coaching and building teams
- At least 8 years of total Customer Success Management or Account Management background within complex enterprise environments
- Experience directing teams responsible for Fortune 500 or multi-faceted enterprise organizations
- Demonstrated ability to handle multi-regional client structures across APJ and hit retention and revenue targets
- Aptitude for conducting business and value discussions with technical stakeholders and business executives
Qualifications
- Prior exposure to usage- or consumption-based revenue models and adoption expansion strategies
- Familiarity with Customer Data Platforms, MarTech stacks, communications APIs, or B2B SaaS ecosystems
Core Skills
Benefits
- Competitive pay
- Generous time off
- Ample parental and wellness leave
- Healthcare coverage
- Retirement savings program
Frequently Asked Questions
Where is this job located?
The position is remote and based in Australia, with an expectation of 20% to 25% travel for in-person meetings and team gatherings.
What is the employment type?
The posting indicates full-time employment.
What is the salary for this position?
The job posting does not specify a salary.
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