Twilio - Senior Manager, Customer Success
Requirements
• 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. • People Leadership: • 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. • Enterprise Portfolio Management: • Regional APJ Execution: Proven ability to navigate complex, multi-regional client structures across APJ, drive platform adoption, and achieve retention and revenue targets (OKRs). • Regional APJ Execution: • Strategic Acumen: Comfortable leading business and value conversations with both technical stakeholders (Data, IT, Engineering) and line-of-business executives. • Strategic Acumen: • Leadership Competencies: Empathetic leadership style, exceptional crisis-communication and escalation management skills, and strong executive negotiation capabilities. • Leadership Competencies: • Desired: • 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. • Location • This role will be remote, and based in Australia. • Travel • We prioritize connection and opportunities to build relationships with our customers and each other. For this role, approximately 20%-25% travel is anticipated to help you connect in-person in a meaningful way.
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.
Benefits
• 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. Offerings vary by location. • Twilio thinks big. Do you? • We like to solve problems, take initiative, pitch in when needed, and are always up for trying new things. That's why we seek out colleagues who embody our values — something we call Twilio Magic. Additionally, we empower employees to build positive change in their communities by supporting their volunteering and donation efforts. • So, if you're ready to unleash your full potential, do your best work, and be the best version of yourself, apply now! If this role isn't what you're looking for, please consider other open positions. • Stay alert to recruitment fraud • We care about your safety. Scammers sometimes impersonate Twilio recruiters through fake job postings, emails, websites, or messages. Please ensure you are engaging with an official @twilio.com email address. We will never ask for payment, gift cards, cryptocurrency, or banking information during the recruiting process. We do not make job offers without a formal interview process or conduct interviews exclusively through text-based messaging apps..
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