Senior Digital Customer Success Manager (SaaS)

TL;DR

Senior Digital Customer Success Manager (SaaS): Driving adoption and retention across the APJ region for the Segment platform with an accent on scaled programs and repeatable frameworks. Focus on designing many:1 initiatives, mentoring team members, and optimizing the scaled customer journey.

Location: Remote, must be based in Singapore

Company

Twilio is a communications platform that empowers businesses to craft personalized customer experiences using AI and innovative software.

What you will do

• Drive adoption, retention, and expansion for digital customers in the APJ region.
• Design and execute scaled programs, workshops, and webinars to ensure value realization.
• Develop frameworks to measure customer health and improve the scaled customer journey.
• Collaborate with Global Marketing, Sales, and Product teams to implement scalable initiatives.
• Mentor other Digital CSMs and contribute to professional development within the team.
• Analyze customer behavior patterns to proactively address risks and surface opportunities.

Requirements

• Must be based in Singapore.
• Ability to work in the APJ time-zone.
• 7+ years of experience in Customer Success or Scaled Success.
• Deep understanding of SaaS and data platforms.
• Proven ability to analyze customer data and translate insights into actionable strategies.
• Experience mentoring peers or leading projects to improve customer outcomes.

Nice to have

• Experience with Customer Data Platforms (CDPs) and marketing technologies.
• Familiarity with Twilio's ecosystem.
• Programming language knowledge.
• Chinese language proficiency.

Culture & Benefits

• Remote-first work culture focusing on global inclusion and connection.
• Competitive pay and retirement savings program.
• Generous time off, including parental and wellness leave.
• Comprehensive healthcare benefits.
• Support for volunteering and community donation efforts.