Senior Manager, Customer Success

Overview

Lead and develop a team of Senior Customer Success Managers covering enterprise accounts across the APJ region, driving account health, platform adoption and customer value for Twilio's strategic customers.

What you'll do

• 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.

What you'll need

• 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 both technical stakeholders (Data, IT, Engineering) and line-of-business executives.
• Empathetic leadership style, exceptional crisis-communication and escalation management skills, and strong executive negotiation capabilities.

Nice to have

• Experience working with usage- or consumption-based revenue models, driving adoption and consumption expansion strategies.
• Background or familiarity with Customer Data Platforms (CDP), MarTech stacks, communications APIs, or broader B2B SaaS ecosystems.

Details

• Remote role based in Australia.
• Approximately 20%-25% travel anticipated.
• May be asked to report in person on an ad-hoc basis for team gatherings, functional off-sites or customer meetings.