Senior Manager, Customer Success (APJ)

Location: Remote, based in Australia; approximately 20–25% travel is required for customer and team meetings.

Company

Twilio provides a Customer Engagement Platform combining messaging, voice, video, and customer data platform capabilities for personalized customer experiences.

What you will do

• Lead and develop a team of Senior Customer Success Managers responsible for enterprise accounts across APJ.
• Drive account health, platform adoption, usage growth, value realization, customer advocacy, and retention.
• Act as the executive escalation contact for strategic accounts and build trusted relationships with enterprise leaders.
• Partner with Sales, Professional Services, Renewals, and Technical Support to protect recurring revenue and expand usage.
• Oversee account health tracking, forecasting, and reporting in Salesforce.
• Refine regional customer success practices and go-to-market strategies in line with Twilio’s global approach.

Requirements

• 3+ years of people management experience in Customer Success, including hiring, coaching, and developing high-performing teams.
• 8+ years of Customer Success Management or Account Management experience in complex enterprise environments.
• Experience leading teams managing Fortune 500 or large, multifaceted enterprise organizations.
• Proven ability to execute across complex, multiregional client structures in APJ and achieve retention and revenue targets.
• Ability to lead business and value conversations with technical stakeholders and business executives.
• Empathetic leadership, crisis communication, escalation management, and executive negotiation skills.

Nice to have

• Experience with usage- or consumption-based revenue models and adoption expansion strategies.
• Familiarity with Customer Data Platforms, MarTech stacks, communications APIs, or B2B SaaS ecosystems.

Culture & Benefits

• Remote-first work with occasional in-person team gatherings, functional off-sites, or customer meetings.
• Competitive pay and generous paid time off.
• Parental and wellness leave.
• Healthcare and a retirement savings program, with offerings varying by location.
• Opportunities to support volunteering and community impact initiatives.

Hiring process

• Twilio uses artificial intelligence to support hiring efficiency, while hiring decisions are made by employees.
• A formal interview process is required; interviews are not conducted exclusively through text-based messaging applications.