Greenhouse ·
full-timeSenior Manager, Customer Success
Twilio · Remote - Australia
Twilio operates as a communications platform that combines messaging, voice, video and customer data capabilities to help businesses build personalized engagement experiences. The Senior Manager, Customer Success role leads a team of senior customer success managers responsible for enterprise accounts across the Asia‑Pacific‑Japan region. Day‑to‑day activities include coaching individual contributors, serving as the executive escalation point for strategic accounts, and working closely with sales, professional services, product and engineering teams to drive platform adoption, usage growth and account health. The manager oversees health tracking, forecasting and reporting in Salesforce, refines local customer success practices to align with Twilio’s global engagement strategy, and contributes to regional go‑to‑market plans that accelerate customer growth. This position suits an experienced customer success leader who enjoys developing talent, managing complex enterprise relationships, and helping clients navigate digital transformation initiatives while delivering measurable business value from Twilio’s ecosystem.
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, 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 Twilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to apply. If your career is just starting or hasn't followed a traditional path, don't let that stop you from considering Twilio. We are always looking for people who will bring something new to the table! Required: 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, exceptional crisis-comm
Senior Manager, Customer Success: role and responsibilities
- Lead and mentor a team of Senior Customer Success Managers focused on account health and platform adoption.
- Drive value realization and customer advocacy for enterprise clients across the APJ region.
- Act as the primary executive escalation point for strategic accounts to resolve complex issues.
- Collaborate with Sales, Professional Services, and Product teams to align on regional go-to-market strategies.
- Oversee the post-sales customer lifecycle to ensure long-term retention and account expansion.
- Refine the customer success operating model to support growth and digital transformation for enterprise clients.
| Role | Senior Manager, Customer Success |
|---|---|
| Company | Twilio |
| Location | Remote - Australia |
| Compensation | Not disclosed |
| Posted | 2026-09-29 |
| Deadline | Rolling |
How to prepare for the Senior Manager, Customer Success role
- Demonstrate your experience in managing enterprise-level customer relationships and navigating complex organizational structures.
- Prepare examples of how you have coached and developed high-performing teams of individual contributors.
- Research Twilio's Customer Engagement Platform, specifically how Messaging, Voice, Video, and CDP capabilities integrate.
- Be ready to discuss your methodology for driving platform adoption and measurable business value for clients.
Common mistakes to avoid
- Failing to articulate how you manage cross-functional alignment; fix this by providing specific examples of collaborating with Sales and Engineering.
- Focusing only on retention metrics; fix this by highlighting your experience in driving account expansion and usage growth.
- Neglecting the regional context; fix this by demonstrating an understanding of the specific market dynamics within the APJ region.
Resume keywords for this listing
Terms the listing itself uses. Include the ones you can back with a project or experience.
Typical process for this type of role
A general guide — the exact steps for this specific listing may vary; check the original posting for details.
- 1ApplicationSubmit your resume through the apply link.
- 2ScreeningRecruiter reviews your background against the role.
- 3AssessmentA technical test, assignment, or coding round, depending on the role.
- 4Interview(s)One or more rounds with the hiring team.
- 5OfferOffer letter with compensation and start date.
Before you apply
0/4Senior Manager, Customer Success at Twilio: frequently asked questions
- What is the salary for this role?
- Twilio has not stated compensation in the listing. Check the original posting or ask during the application process.
- Is the Senior Manager, Customer Success position remote, hybrid or onsite?
- The listing marks this role as remote, with Remote - Australia as the location.
- What is the application deadline?
- Twilio has not listed a fixed deadline, so apply early in case the opening is filled.
- How do I apply for the Senior Manager, Customer Success role?
- Use the Apply button on this page. It opens the original listing on job-boards.greenhouse.io, where you submit your application with the company.
- What is the work mode for this role?
- The role is remote-first, though you may be asked to report in person on an ad-hoc basis for team gatherings, off-sites, or customer meetings.
- What region does this position cover?
- This position is for the APJ region.
- What is the primary focus of the Customer Success Management team?
- The team acts as the central touchpoint for strategic customers, orchestrating the post-sales lifecycle to ensure measurable business value, retention, and expansion.
- Does the listing specify the required years of experience?
- No, the listing does not state a specific number of years of experience required.
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