Remote opportunity at
TwilioSenior Manager, Customer Success
Twilio is hiring a Senior Manager, Customer Success to lead a team of Senior Customer Success Managers overseeing enterprise accounts within the APJ region. Twilio operates…
Career Tools
About This Role
Twilio is hiring a Senior Manager, Customer Success to lead a team of Senior Customer Success Managers overseeing enterprise accounts within the APJ region. Twilio operates a remote-first work environment where professionals shape the future of communications and customer data platforms, delivering innovative solutions that empower businesses worldwide. In this role, the selected candidate will guide enterprise clients in executing holistic engagement strategies, serve as an executive escalation contact, and…
Job Description
Twilio is hiring a Senior Manager, Customer Success to lead a team of Senior Customer Success Managers overseeing enterprise accounts within the APJ region. Twilio operates a remote-first work environment where professionals shape the future of communications and customer data platforms, delivering innovative solutions that empower businesses worldwide.
In this role, the selected candidate will guide enterprise clients in executing holistic engagement strategies, serve as an executive escalation contact, and build cross-functional alignment with sales, engineering, and product teams. The position requires refining local customer success practices to accelerate growth and protect recurring revenue. This opportunity suits an experienced customer success leader who excels at talent development, account health, and driving platform adoption.
Twilio utilizes artificial intelligence to streamline hiring, though actual hiring choices are made by human team members. Employees may occasionally need to report in person for team events, functional off-sites, or client meetings. The company maintains an equal opportunity policy and participates in E-Verify where required.
Responsibilities
- Manage and inspire a team of Senior Customer Success Managers focused on account health, adoption, usage growth, and value realization across the APJ region
- Assist enterprise clients in implementing comprehensive customer engagement strategies utilizing data infrastructure and communication channels
- Act as the primary executive escalation point for strategic accounts while fostering relationships with enterprise leaders in IT, product, marketing, and operations
- Collaborate cross-functionally with sales, professional services, renewals, and technical support teams to secure renewals and expand usage
- Track account health, manage forecasting, and handle reporting through Salesforce.com to proactively identify and mitigate risks
- Adapt local customer success methodologies to align APJ operations with overall company engagement goals
Requirements
- Minimum 3 years of people management experience within customer success, demonstrating a background in hiring, coaching, and building high-performing teams
- Minimum 8 years of total customer success management or account management experience inside complex enterprise settings
- Demonstrated background leading teams responsible for Fortune 500 or large multi-faceted enterprise organizations
- Proven capability to navigate multi-regional client structures across the APJ territory while meeting retention and revenue targets
- Strong strategic acumen and comfort leading business discussions with both technical stakeholders and line-of-business executives
- Empathetic leadership approach with advanced crisis-communication, escalation management, and executive negotiation abilities
Qualifications
- Familiarity with usage- or consumption-based revenue models and strategies for expanding consumption
- Background or knowledge involving Customer Data Platforms, MarTech stacks, communications APIs, or broader B2B SaaS ecosystems
Core Skills
Benefits
- Competitive pay
- Generous time off
- Ample parental and wellness leave
- Healthcare coverage
- Retirement savings program
- Support for employee volunteering and donation efforts
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
Is this position remote?
Yes, the role is remote and based in Australia, though employees may occasionally need to attend in-person team gatherings, off-sites, or client meetings.
What is the travel requirement for this job?
The position anticipates approximately 20% to 25% travel to facilitate meaningful in-person connections with customers and colleagues.
What salary does Twilio offer for this role?
The source posting does not specify the salary for this position.
What experience is required to apply?
Applicants must have at least 3 years of people management experience in customer success and a total of 8 or more years in customer success management or account management within complex enterprise environments.
Sample Interview Questions
AI-generated questions tailored to this specific role — a preview of the full practice set.