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Twilio

Senior Manager, Customer Success

Twilio

. Lead and inspire a team of Senior Customer Success Managers across the APJ region .

Posted 9/21/2026full-timeRemote • AustraliaSeniorWebsite

Core Competencies

Role fit
Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in leading high-performing Customer Success teams, driving platform adoption, and managing complex enterprise client relationships. Proficient in utilizing Salesforce.com for account health tracking and reporting while fostering collaboration across multiple departments to achieve retention and revenue targets.

Highest-signal resume keywords
Customer Success ManagementPeople ManagementSalesforce.comExecutive NegotiationCrisis Communication

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills
Account ManagementPlatform AdoptionForecastingRisk IdentificationData Infrastructure
Soft Skills
Empathetic LeadershipCrisis CommunicationNegotiation Skills
Tools & Technologies
Salesforce.com
Industry Keywords
Customer Engagement StrategyEnterprise ClientsAPJ RegionFortune 500Recurring Revenue

Tech Stack

Tools & technologies
SFDC

About the role

Key responsibilities & impact
  • Lead and inspire a team of Senior Customer Success Managers across the APJ region
  • Drive account health, platform adoption, usage growth, value realization, and customer advocacy
  • Guide enterprise clients in executing holistic customer engagement strategies using data infrastructure and communication channels
  • Serve as executive escalation contact for strategic accounts
  • Build trusted advisor relationships with enterprise executives across IT, Product, Marketing, and Operations
  • Partner with Sales, Professional Services, Renewals, and Technical Support to protect recurring revenue, secure renewals, and drive usage expansion
  • Oversee account health tracking, forecasting, and reporting in Salesforce.com
  • Establish proactive risk identification and mitigation processes
  • Refine local customer success practices to align APJ operations with Twilio's global customer engagement strategy
  • Travel approximately 20%-25% to connect in person with customers and colleagues

Requirements

What you’ll need
  • 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 technical stakeholders and line-of-business executives
  • Empathetic leadership style, exceptional crisis-communication and escalation management skills, and strong executive negotiation capabilities
  • Experience with Salesforce.com for account health tracking, forecasting, and reporting

Benefits

Comp & perks
  • Competitive pay
  • Generous time off
  • Ample parental leave
  • Ample wellness leave
  • Healthcare
  • Retirement savings program
  • Support for employee volunteering and donation efforts