Senior Manager, Customer Success

Twilio
Australia
Workplace: RemoteFull timeFunction: Customer Success & Account ManagementSkills: ["People leadership","Coaching","Executive negotiation","Crisis communication","Strategic communication"]

Lead a team of Senior Customer Success Managers across APJ enterprise accounts, driving account health, platform adoption, usage growth, and measurable customer value. Serve as an executive escalation point and trusted advisor for strategic customers. Partner with Sales, Professional Services, Renewals, Technical Support, and cross-functional teams to protect recurring revenue, improve forecasting/reporting in Salesforce.com, and refine APJ customer success practices to accelerate growth. Remote in Australia with periodic travel.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
Twilio
Twilio
1 day ago

Senior Manager, Customer Success

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 12 hours agoStatus: Live

Job Summary

Lead a team of Senior Customer Success Managers across APJ enterprise accounts, driving account health, platform adoption, usage growth, and measurable customer value. Serve as an executive escalation point and trusted advisor for strategic customers. Partner with Sales, Professional Services, Renewals, Technical Support, and cross-functional teams to protect recurring revenue, improve forecasting/reporting in Salesforce.com, and refine APJ customer success practices to accelerate growth. Remote in Australia with periodic travel.
Location: Australia
Workplace: Remote
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Manager level

Key Responsibilities

  • •Lead and inspire Senior CSMs across APJ to 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, building trusted advisor relationships with enterprise executives.
  • •Partner cross-functionally with Sales, Professional Services, Renewals, and Technical Support to protect recurring revenue and drive usage expansion.
  • •Oversee account health tracking, forecasting, and reporting in Salesforce.com, and refine proactive risk identification and mitigation.
Travel: Medium travel

Pay and Benefits

Perks:Health InsurancePaid LeaveParental LeaveRetirement Savings

Key Requirements

  • •3+ years of people management experience in Customer Success, including hiring, coaching, and developing high-performing teams.
  • •8+ years of total Customer Success Management or Account Management experience in complex enterprise environments.
  • •Experience leading teams managing Fortune 500 or large, multi-faceted enterprise portfolios.
  • •Proven ability to execute across APJ, drive platform adoption, and achieve retention and revenue targets (OKRs).
  • •Comfort leading value and business conversations with both technical stakeholders and line-of-business executives.
Experience:Enterprise customersCustomer SuccessAccount Management
Skills:People leadershipCoachingExecutive negotiationCrisis communicationStrategic communication
Tech Stack:Salesforce.comCustomer Data Platform (CDP)MarTech stacks

Company Brief

Twilio
Provides cloud communications platforms and APIs enabling developers to add voice, messaging, video, and authentication features to applications. Serves enterprises and developers with programmable communications, engagement, and customer interaction tools.
Industry: API Platforms
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: San Francisco, United States
Founded: 2008
Glassdoor
Glassdoor: 4.0
WebsiteLinkedIn