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Twilio is seeking a Senior Manager of Customer Success to lead the Customer Success Management team across the Asia-Pacific and Japan (APJ) region. You will manage a team of Senior Customer Success Managers overseeing a portfolio of enterprise accounts, serving as the central touchpoint for strategic customers and orchestrating the post-sales customer lifecycle in partnership with Professional Services, Sales, Product, and Support.
In this role, you will lead and inspire your team to drive account health, platform adoption, usage growth, value realization, and customer advocacy across APJ. You'll guide your team in helping enterprise clients execute holistic customer engagement strategies, leveraging Twilio's unified Customer Engagement Platform (combining communications channels with Customer Data Platform capabilities). You will serve as an executive escalation contact for strategic accounts, building trusted advisor relationships with enterprise executives across IT, Product, Marketing, and Operations.
Key responsibilities include partnering cross-functionally with Sales, Professional Services, Renewals, and Technical Support to protect recurring revenue, secure renewals, and drive usage expansion opportunities. You will oversee account health tracking, forecasting, and reporting within Salesforce.com, establishing proactive risk identification and mitigation processes. You'll also refine local customer success practices to align APJ operations with Twilio's global customer engagement strategy.
This role requires approximately 20-25% travel to connect in-person with customers and team members across the region. Twilio is a remote-first company, though you may be asked to report in person on an ad-hoc basis for team gatherings, functional off-sites, or customer meetings.
QUALIFICATIONS:
Required:
- 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 both technical stakeholders (Data, IT, Engineering) and line-of-business executives
- Empathetic leadership style, exceptional crisis-communication and escalation management skills, and strong executive negotiation capabilities
Desired:
- Experience working with usage- or consumption-based revenue models, driving adoption and consumption expansion strategies
- Background or familiarity with Customer Data Platforms (CDP), MarTech stacks, communications APIs, or broader B2B SaaS ecosystems
About Twilio
SaaS / Enterprise Software — authentication and identity infrastructure for developers.
