Senior Manager, Customer Success

2 weeks, 6 days ago
Full-time
Lead
Customer and Technical Support
Twilio

Twilio

Twilio is a cloud communication company that offers Communication APIs for SMS, Voice, Video, and Authentication, empowering developers to embed communication capabilities into their software applications globally.

Diversified Telecommunication Services
5K-10K
Founded 2008

Description

  • Lead and develop Senior Customer Success Managers across APJ.
  • Drive account health, platform adoption, usage growth, value realization, and customer advocacy.
  • Guide enterprise customers in developing comprehensive customer engagement strategies.
  • Serve as an executive escalation point and trusted advisor for strategic accounts.
  • Partner with Sales, Professional Services, Renewals, and Technical Support to secure renewals and expand usage.
  • Oversee account health tracking, forecasting, and reporting in Salesforce.com.
  • Establish proactive customer risk identification and mitigation processes.
  • Align APJ customer success operations with Twilio’s global strategy and refine regional go-to-market practices.

Requirements

  • 3+ years of people management experience in Customer Success, including hiring, coaching, and developing high-performing teams.
  • 8+ years of Customer Success Management or Account Management experience in complex enterprise environments.
  • Experience leading teams serving Fortune 500 or large, multifaceted enterprise customers.
  • Proven ability to manage complex, multiregional client structures across APJ and achieve adoption, retention, and revenue targets.
  • Ability to lead business and value discussions with technical stakeholders and business executives.
  • Empathetic leadership, strong crisis communication and escalation management skills, and executive negotiation experience.
  • Experience with usage- or consumption-based revenue models is preferred.
  • Familiarity with Customer Data Platforms, MarTech, communications APIs, or B2B SaaS ecosystems is preferred.
  • Based in Australia and available for approximately 20–25% travel.

Benefits

  • Remote-first work environment with occasional in-person gatherings, off-sites, or customer meetings.
  • Competitive pay.
  • Generous paid time off.
  • Parental and wellness leave.
  • Healthcare benefits.
  • Retirement savings program.
  • Support for employee volunteering and charitable donations.

Interested in this position?

Apply directly on the company website

Apply Now

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