Customer Communications Manager

Lensa; United States; Remote; USD 114,000 - 168,000; Full time

Job summary

Join a leading company as a Customer Communications Manager. This role involves crafting clear advisories, managing communication projects, and ensuring effective collaboration across teams. With a commitment to clear communication, you will play a key role in how Twilio connects with its audience.

Benefits

Competitive pay

Generous time off

Wellness leave

Healthcare

Retirement savings program

Qualifications

• 5+ years in internal or external communications (preferably in tech).
• Experience with email communication platforms like Twilio SendGrid.
• Familiarity with content management systems.

Responsibilities

• Plan, draft, and deliver customer-facing advisories.
• Manage the end-to-end delivery of communication projects.
• Review content for accuracy and tone.

Skills

Strong written and verbal communication skills

Organizational skills

Attention to detail

Collaboration skills

Growth mindset

Ability to navigate ambiguity

Education

Bachelor's degree

Tools

Google Docs

Google Sheets

Google Slides

Job description

Join to apply for the Customer Communications Manager role at Lensa

Join to apply for the Customer Communications Manager role at Lensa

Lensa is the leading career site for job seekers at every stage of their career. Our client, Twilio, is seeking professionals. Apply via Lensa today!

Who we are

At Twilio, we’re shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to hundreds of thousands of businesses (https://customers.twilio.com/) and empower millions of developers worldwide to craft personalized customer experiences.

Our dedication to remote-first work (https://www.twilio.com/en-us/blog/open-work) , and strong culture of connection and global inclusion means that no matter your location, you’re part of a vibrant team with diverse experiences making a global impact each day. As we continue to revolutionize how the world interacts, we’re acquiring new skills and experiences that make work feel truly rewarding. Your career at Twilio is in your hands.

See yourself at Twilio

Join the team as Twilio’s next Customer Communications Manager.

About The Job

This position is needed to craft clear, concise, informative advisories that keep our users up to speed on the latest from Twilio so they can focus on what matters most –- building.

You’ll collaborate with an amazing crew of product thinkers, problem solvers, support champions, and operational experts across Twilio. Together, you’ll draft and deliver impactful communications that ensure customers get the information they need, whether it’s a product update, or an urgent incident. This is your chance to bring heart, hustle, and helpfulness to every message we send.

You’ll also roll up your sleeves to improve processes, strengthen coordination across teams, and contribute to scalable systems for tracking and reporting as we grow. If you love thoughtful writing, operational problem-solving, and meaningful collaboration, this role was made for you.

Responsibilities

In this role, you’ll:

• Plan, draft, and deliver customer-facing advisories that are clear, accurate, and empathetic
• Manage the end-to-end delivery of routine and complex advisories with minimal oversight
• Own project timelines and serve as a central point of contact across Product, Support and Ops, ensuring communication projects stay on track, blockers are escalated, and updates are clearly documented
• Juggle multiple concurrent communications, applying judgment to prioritize what needs to go out first and why
• Review content for accuracy, readability, and tone— ensuring every message aligns with Twilio’s communication standards
• Use our dashboards and reporting tools to track the effectiveness of advisories and recommend improvements
• Pitch in on evolving our internal processes and tools, including updates to the Customer Advisory Runbook
• Build strong, collaborative relationships across GTM, R&D, and beyond
  
  

Qualifications

Twilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to apply. If your career is just starting or hasn't followed a traditional path, don't let that stop you from considering Twilio. We are always looking for people who will bring something new to the table!

• Required:
• 5+ years of experience in internal or external communications (bonus if that’s in tech!)
• Bachelor's degree
• Strong written and verbal communication skills; with a knack for translating complex information into plain, human language
• Strong organizational, time-management, and attention-to-detail skills
• Experience collaborating across teams and functions
• Growth mindset and openness to feedback— you seek opportunities to improve and contribute to team learning
• Comfortable navigating ambiguity and applying judgment to determine when to escalate
• Able to support and contribute to strategic communication plans that align with Twilio’s business objectives.
• Some hands-on experience with Twilio SendGrid (or similar platforms) for managing large-scale email communications.
• Basic familiarity with content management systems for managing blogs and digital content.
• Skilled in using Google Docs, Sheets, and Slides for documentation, data analysis, and presentations.
  
  

Desired

• Passion for technology and innovation, with a commitment to Twilio’s core values (https://www.twilio.com/company/values) .
• Willingness to work flexible hours to accommodate global communication needs and provide coverage for incident communications
  
  

Location

This role will be remote based in Alberta, British Columbia, or Ontario, Canada.

Travel

We prioritize connection and opportunities to build relationships with our customers and each other. For this role, you may be required to travel occasionally to participate in project or team in-person meetings.

What We Offer

Working at Twilio offers many benefits, including competitive pay, generous time off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location.

The estimated pay ranges for this role are as follows:

• Based in British Columbia. : $88,900 - $111,100 CAD.
  
  

The successful candidate’s starting salary will be determined based on permissible, non-discriminatory factors such as skills, experience, and geographic location.

Twilio thinks big. Do you?

We like to solve problems, take initiative, pitch in when needed, and are always up for trying new things. That's why we seek out colleagues who embody our values — something we call Twilio Magic (https://www.twilio.com/company/values) . Additionally, we empower employees to build positive change in their communities (https://twilio.org/support-and-resources/impact-fund) by supporting their volunteering and donation efforts.

So, if you're ready to unleash your full potential, do your best work, and be the best version of yourself, apply now! If this role isn't what you're looking for, please consider other open positions (https://www.twilio.com/company/jobs#open-positions) .

Twilio is proud to be an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Additionally, Twilio participates in the E-Verify program in certain locations, as required by law.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Marketing and Sales

• Industries

  IT Services and IT Consulting

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