Senior Manager, Customer Success

Twilio·Remote - AustraliaRemotesenior

In short

→Liderazgo de un equipo de CSMs para clientes enterprise en APJ.
→Enfocado en crecimiento del uso, salud de cuentas y valor empresarial con Twilio.
→Destacado: rol clave en la estrategia regional de GTM y transformación digital de clientes.

Fluent English required for stakeholder engagement across global teams.

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What they ask for

✓Liderazgo de equipos de Customer Success en entornos enterprise.
✓Experiencia en gestión de cuentas estratégicas y escalado en APJ.
✓Capacidad para actuar como punto de contacto ejecutivo en casos críticos.
✓Habilidad para alinear equipos de ventas, servicios, producto e ingeniería.
✓Experiencia en estrategias de go-to-market regionales.
✓Conocimiento profundo de plataformas de engagement y CDP.

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Twilio Communications (MessagiCustomer Data Platform (CDP)Customer Success Management (CProfessional ServicesSalesProductEngineeringCustomer Engagement PlatformEnterprise AccountsDigital Transformation

Who should you write to at Twilio?

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Who we are 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 that make work feel truly rewarding. Your career at Twilio is in your hands. . Hiring and how we work We use Artificial Intelligence (AI) to help make our hiring process efficient. That said, every hiring decision is made by real Twilions! Also, while we are a remote-first company, you may be asked to report in person on an ad-hoc basis for team gatherings, functional off-sites or customer meetings. . See yourself at Twilio Join the team as Twilio’s next Senior Manager, Customer Success. About the job At Twilio, we believe the best customer interactions are grounded in real-time customer data. Our unified Customer Engagement Platform combines market-leading communications channels (Messaging, Voice, Video) with powerful Customer Data Platform (CDP) capabilities. This allows organizations to break down data silos, understand their audience through unified profiles, and orchestrate intelligent, highly personalized customer experiences at scale. The Customer Success Management team at Twilio is the central touchpoint for our strategic customers, orchestrating the post-sales customer lifecycle in partnership with Professional Services, Sales, Product, and Support. The team manages executive customer relationships, drives platform adoption, and guides organizations on leveraging customer data to unlock the full power of Twilio’s ecosystem. Fundamentally, the CSM team ensures customers derive measurable business value from our platform, leading to long-term retention and account expansion. As Senior Manager of Customer Success for APJ, you will lead a high-performing team of Senior Customer Success Managers overseeing a portfolio of enterprise accounts across the region. You will coach individual contributors, act as an executive escalation point, and build cross-functional alignment with Sales, Services, Engineering, and Product. You will play a pivotal role in refining our customer success operating model and regional GTM strategies to accelerate customer growth across APJ. This is an ideal role for an experienced CS leader who thrives on developing top talent, driving consumption and account health, and helping enterprise clients navigate complex digital transformation challenges. Responsibilities 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,

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