Remote Senior Manager, Enterprise CS - APJ

Twilio Inc.; United States; Remote; USD 180,000 - 240,000; Full time

Benefits offered by this job

Remote-first culture

Competitive pay

Generous time off

Parental leave

Wellness benefits

Healthcare

Retirement plan

Job summary

The company is seeking a Senior Manager, Customer Success for APJ to lead a high-performing team of Senior CSMs across enterprise accounts. This remote-first role collaborates with Sales, Services, Engineering and Product to drive platform adoption and value realization in large, multi-region customers.

You will coach, escalate as needed, and shape our regional CS operating model and GTM strategies to accelerate growth while maintaining an exceptional level of customer satisfaction.

Qualifications

• 3+ years of people management experience in Customer Success.
• 8+ years of total Customer Success Management or Account Management in complex enterprise environments.
• Experience leading teams that manage Fortune 500 or large, multi-faceted enterprise organizations.
• Proven ability to navigate 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 with crisis-communication and escalation management skills.

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 the company's global customer engagement strategy.

Skills

People leadership

Customer success experience

Enterprise portfolio management

Regional APJ execution

Strategic acumen

Leadership competencies

Job description

The company is seeking a Senior Manager, Customer Success for APJ to lead a high-performing team of Senior CSMs across enterprise accounts. This remote-first role collaborates with Sales, Services, Engineering and Product to drive platform adoption and value realization in large, multi-region customers.

You will coach, escalate as needed, and shape our regional CS operating model and GTM strategies to accelerate growth while maintaining an exceptional level of customer satisfaction.