Senior Manager, Customer Success

🕒 September 21

🇦🇺 Australia – Remote

⏰ Full Time

🟠 Senior

🏆 Customer Success

👻 Ghost score 12%

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Twilio

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

🔌 API

🤝 B2B

API • B2B

Twilio is a leading provider of cloud communications services that enables developers to build innovative communication solutions. Founded in 2008, Twilio has democratized access to communication channels such as voice, text, chat, video, and email through easy-to-use APIs. With headquarters in San Francisco and a global presence, Twilio empowers organizations of all sizes to engage effectively with their customers by integrating these communication capabilities into their applications.

📋 Description

• Lead and inspire a team of Senior Customer Success Managers across the APJ region • Drive account health, platform adoption, usage growth, value realization, and customer advocacy • Guide enterprise clients in executing holistic customer engagement strategies using data infrastructure and communication channels • Serve as executive escalation contact for strategic accounts • Build trusted advisor relationships with enterprise executives across IT, Product, Marketing, and Operations • Partner with Sales, Professional Services, Renewals, and Technical Support to protect recurring revenue, secure renewals, and drive usage expansion • Oversee account health tracking, forecasting, and reporting in Salesforce.com • Establish proactive risk identification and mitigation processes • Refine local customer success practices to align APJ operations with Twilio's global customer engagement strategy • Travel approximately 20%-25% to connect in person with customers and colleagues

🎯 Requirements

• 3+ years of people management experience in Customer Success, with a proven track record of hiring, coaching, and developing high-performing teams • 8+ years of total Customer Success Management or Account Management experience within complex enterprise environments • Experience leading teams that manage Fortune 500 or large, multi-faceted enterprise organizations • Proven ability to navigate complex, multi-regional client structures across APJ, drive platform adoption, and achieve retention and revenue targets (OKRs) • Comfortable leading business and value conversations with technical stakeholders and line-of-business executives • Empathetic leadership style, exceptional crisis-communication and escalation management skills, and strong executive negotiation capabilities • Experience with Salesforce.com for account health tracking, forecasting, and reporting

🏖️ Benefits

• Competitive pay • Generous time off • Ample parental leave • Ample wellness leave • Healthcare • Retirement savings program • Support for employee volunteering and donation efforts

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