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Twilio is seeking a Senior Digital Customer Success Manager to drive adoption and retention across the Asia-Pacific (APJ) region. In this role, you'll own the success of digital customers, ensuring they realize full value from the Segment platform through scaled programs, workshops, webinars, and strategic interventions.
Key responsibilities include: developing and refining frameworks to measure customer health and program effectiveness; partnering with Global Marketing to design scalable initiatives addressing customer needs across industries; acting as a trusted advisor with deep product expertise to guide customers on best practices; leading cross-functional initiatives with Sales, Renewals, Solutions Architects, Success Engineers, Product, Marketing, and Support; mentoring other Digital CSMs and sharing best practices; identifying trends in customer behavior to proactively address risks and surface opportunities; and contributing thought leadership on data maturity and customer success at scale.
You'll balance customer-first decisions with business objectives while influencing global team strategy. The role requires strong analytical skills to translate customer data and insights into actionable strategies, excellent communication abilities to engage both technical and business stakeholders, and demonstrated experience leading without formal authority.
Required qualifications: 7+ years in Customer Success, Scaled Success, or related fields with a proven track record of driving adoption and retention at scale; deep understanding of SaaS and data platforms; strong cross-functional collaboration skills; ability to analyze customer data and identify trends; experience mentoring peers or leading performance-improving projects; excellent communication skills; and a customer-first mindset. Must be able to work APJ time zones.
About Twilio
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