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Twilio is seeking a Senior Digital Customer Success Manager to drive adoption and retention across the Asia-Pacific and Japan (APJ) region. In this role, you'll own the success of digital customers in your assigned region, ensuring they realize full value from the Segment platform (Twilio's customer data platform).
Key responsibilities include: designing and executing scaled customer success programs including workshops and webinars; developing frameworks to measure customer health and program effectiveness; partnering with Global Marketing to implement scalable initiatives; acting as a trusted advisor with deep product expertise; leading cross-functional initiatives with Sales, Solutions Architects, Product, and Support teams; mentoring other Digital CSMs; and identifying trends in customer behavior to proactively address risks and opportunities.
You'll balance strategic thinking with tactical execution, influencing global team strategy while maintaining a customer-first mindset. The role requires managing customers across geographies and helping digital customers expand usage to receive managed CSM support.
Required qualifications: proven experience in Customer Success or Scaled Success with track record of driving adoption and retention; deep understanding of SaaS and data platforms; strong cross-functional collaboration and ability to lead without authority; demonstrated ability to analyze customer data and translate insights into strategy; experience mentoring peers; excellent communication with technical and business stakeholders; customer-first mindset; experience managing customers across geographies; ability to work APJ time-zone.
Desired qualifications include experience with customer data platforms, marketing and data technologies, Twilio ecosystem tools, technical/programming background, and Chinese language skills. The role is fully remote but based in Singapore, with occasional travel for in-person meetings and customer engagement.
