Senior Manager, Customer Success

The role

You will lead a team of Senior Customer Success Managers overseeing enterprise accounts across the APJ region. You will coach individual contributors, act as an executive escalation point, and build cross-functional alignment to drive platform adoption and customer growth.

What you will 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.
• Serve as executive escalation contact for strategic accounts.
• Partner cross-functionally with Sales, Professional Services, Renewals, and Technical Support.
• Oversee account health tracking, forecasting, and reporting within Salesforce.com.
• Refine local customer success practices to align APJ operations with global strategy.

Required qualifications

• 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.

Benefits

• Competitive pay
• Generous time off
• Ample parental and wellness leave
• Healthcare
• Retirement savings program

About the company

Twilio delivers innovative solutions to hundreds of thousands of businesses and empowers millions of developers worldwide. The company is a remote-first organization with a culture of connection and global inclusion.