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Senior Manager, Customer Success

Twilio· Customer Success
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Hybrid (Australia)full-timePosted 4w ago

About the role

Senior leadership role responsible for guiding a high-performing APJ Customer Success team, driving platform adoption, retention, and revenue growth across enterprise accounts within the APJ region.

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.

Qualifications

  • People Leadership: 3+ years of people management experience in Customer Success, with a proven track record of hiring, coaching, and developing high-performing teams.
  • 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.
  • Regional APJ Execution: Proven ability to navigate complex, multi-regional client structures across APJ, drive platform adoption, and achieve retention and revenue targets (OKRs).
  • Strategic Acumen: Comfortable leading business and value conversations with both technical stakeholders (Data, IT, Engineering) and line-of-business executives.
  • Leadership Competencies: Empathetic leadership style, crisis-communication and escalation management skills, and strong executive negotiation capabilities.

Skills

Required:People leadershipCustomer Success / Account ManagementEnterprise portfolio managementRegional APJ execution

Benefits

  • Competitive pay
  • Generous time off
  • Parental and wellness leave
  • Healthcare
  • Retirement savings program
Last updated Sep 24, 2026. Interested? Apply on the company site.

About Twilio

Twilio platform for communications and programmable APIs across messaging, voice, video, and AI-enabled workflows.

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