Remote APJ Senior Manager, Customer Success

Twilio Inc.; Australia; On-site; AUD 150,000 - 190,000; Full time

Benefits offered by this job

Remote-first culture

Generous time off

Healthcare

Retirement savings program

Job summary

Twilio is seeking a Senior Manager, Customer Success for the APJ region, operating in a remote-first setup based in Australia. You will lead a high-performing team of Senior CSMs, driving platform adoption, account health, and customer value across enterprise accounts.

You will partner with Sales, Services, and Product to protect recurring revenue and accelerate growth, while refining regional CS operating models and GTM strategies for APJ.

Qualifications

• 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-communication and escalation management skills, and strong executive negotiation capabilities.

Responsibilities

• 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.

Skills

People Leadership

Customer Success

Enterprise Accounts

APJ Execution

Strategic Thinking

Executive Negotiation

Job description

Twilio is seeking a Senior Manager, Customer Success for the APJ region, operating in a remote-first setup based in Australia. You will lead a high-performing team of Senior CSMs, driving platform adoption, account health, and customer value across enterprise accounts.

You will partner with Sales, Services, and Product to protect recurring revenue and accelerate growth, while refining regional CS operating models and GTM strategies for APJ.