Senior Digital CSM APJ (Remote) – Scale Adoption & Impact

Twilio; Singapore; Remote; SGD 90,000 - 150,000; Full time

Job summary

Twilio is hiring a Senior Digital Customer Success Manager for APJ. This remote role in Singapore partners with cross-functional teams to drive adoption, retention, and value realization for a global cohort of customers using the Segment platform.

You will design scalable programs, mentor Digital CSMs, and influence global strategies while maintaining a customer-first, data-driven approach across geographies.

Qualifications

• 7+ Proven experience in Customer Success, Scaled Success, or related fields.
• Deep understanding of SaaS, data platforms, and customer lifecycle best practices.
• Strong cross-functional collaboration skills, with the ability to lead without authority.
• Excellent communication skills, with the ability to engage technical and business stakeholders.
• Experience mentoring peers or leading projects that improved team performance or outcomes.
• Experience across geographies and with customer data platforms, marketing and data technologies.

Responsibilities

• Own the ultimate success of digital customers in your assigned region, ensuring they realize value.
• Achieve adoption, retention, and expansion goals through scalable programs and interventions.
• Develop and refine frameworks to measure customer health and program effectiveness.
• Partner with Global Marketing to design scalable initiatives addressing customer needs.
• Act as a trusted advisor with deep product and ecosystem expertise.
• Lead cross-functional initiatives with Sales, Renewals, Solutions Architects, and more.
• Mentor other Digital CSMs and contribute to team development.
• Take ownership of strategic priorities balancing customer-first decisions with business goals.
• Identify trends to address risks and inform evolution of scaled programs.
• Contribute thought leadership on data maturity and customer success at scale.

Skills

Customer Success

SaaS experience

Cross-functional collaboration

Data-driven decisions

Stakeholder management

English communication

APJ time-zone alignment

Tools

CRM systems

Job description

Twilio is hiring a Senior Digital Customer Success Manager for APJ. This remote role in Singapore partners with cross-functional teams to drive adoption, retention, and value realization for a global cohort of customers using the Segment platform.

You will design scalable programs, mentor Digital CSMs, and influence global strategies while maintaining a customer-first, data-driven approach across geographies.