Senior Manager, Customer Success

At Twilio, the Customer Success team plays a vital role in ensuring enterprise clients maximize the value of the company's communication platform, which integrates messaging, voice, and video channels with customer data capabilities. The Senior Manager for APJ will oversee a team of senior customer success managers, guiding them in fostering strong client relationships, driving platform adoption, and expanding usage across the region. The role involves strategic leadership and cross-functional collaboration to support long-term customer retention and growth.

The ideal candidate will have extensive experience managing enterprise accounts and leading customer success teams, especially within complex, multi-regional environments like APJ. They should be skilled in executive communication, crisis management, and strategic planning, with a background in SaaS or data-driven platforms. The position is remote, based in Australia, with some travel, and requires a proven ability to develop regional customer success strategies aligned with global goals.

Daily responsibilities include coaching team members, managing key client relationships, and working closely with sales, support, and product teams to ensure customer satisfaction and revenue retention. The role demands a strategic mindset, leadership skills, and familiarity with usage-based revenue models and customer data platforms. The company emphasizes diversity, remote work, and a collaborative culture, offering comprehensive benefits and opportunities for professional growth.