About this role.
Twilio is seeking a Senior Digital Customer Success Manager for the APJ region to drive adoption, retention, and expansion of its Segment platform among digital customers. This role involves designing scaled programs, developing customer health frameworks, and collaborating with cross-functional teams including Sales, Marketing, and Product. The ideal candidate has 7+ years of experience in customer success, deep SaaS knowledge, and a track record of driving outcomes at scale. Twilio offers a remote-first culture with a focus on diversity and inclusion, enabling employees to shape their careers while solving complex data and marketing challenges for influential companies.
Role DNA
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Job Complexity
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4/5Autonomy Level
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Core skills
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Cover letter sample
Dear Hiring Manager,
I am excited to apply for the Senior Digital Customer Success Manager position at Twilio. With over 7 years of experience in customer success and a deep understanding of SaaS platforms, I have a proven track record of driving adoption and retention at scale. I have successfully led cross-functional initiatives to design and implement scalable programs that maximize customer value and business outcomes.
I am particularly drawn to Twilio's mission of shaping the future of communications and its remote-first culture that fosters innovation and inclusion. My expertise in data platforms, coupled with my ability to mentor team members and influence strategy, aligns perfectly with the requirements of this role.
I look forward to the opportunity to contribute to Twilio's success and help customers realize the full potential of the Segment platform.
Sincerely,
[Your Name]
Sample interview questions
I led a project where we created a tiered engagement model targeting different customer segments. We used data analytics to identify at-risk customers and deployed automated workflows and personalized interventions. This resulted in a 20% increase in product adoption and a 15% reduction in churn over six months.
I focus on a combination of product usage data, customer feedback, and business outcomes. I typically start with key indicators like login frequency, feature adoption, support ticket trends, and NPS. I then correlate these with renewal rates and expansion revenue to validate their predictive power.
I once identified a common customer pain point that required a product change. I built a case with data and customer stories, then presented it to Product and Engineering teams. Through regular syncs and co-creating a solution roadmap, we implemented a feature that improved customer satisfaction by 30%.
I mentored a junior CSM who struggled with proactive outreach. I paired them with me on calls, shared templates, and provided feedback. Within three months, their engagement scores improved, and they successfully managed a key account renewal independently.
I regularly attend webinars, read industry blogs, and participate in customer success communities. For example, I recently learned about the 'jobs to be done' framework and applied it to segment our customers better, leading to more targeted program initiatives.
Who we are
At Twilio, we’re shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to hundreds of thousands of businesses and empower millions of developers worldwide to craft personalized customer experiences.
Our dedication to remote-first work, and strong culture of connection and global inclusion means that no matter your location, you’re part of a vibrant team with diverse experiences making a global impact each day. As we continue to revolutionize how the world interacts, we’re acquiring new skills and experiences that make work feel truly rewarding. Your career at Twilio is in your hands.
We use Artificial Intelligence (AI) to help make our hiring process efficient. That said, every hiring decision is made by real Twilions!
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See yourself at Twilio
Join the team as Twilio’s next Senior Digital Customer Success Manager
About the job
As a Senior Digital CSM in APJ, you are responsible for driving adoption and retention across the cohort of customers in the APJ region. You will partner closely with cross-functional teams to design and execute scaled programs, create repeatable frameworks, and mentor team members. In this role, you’ll have the opportunity to help some of the world’s most influential companies solve their toughest data and marketing problems at scale, while also shaping the strategy of our digital customer success motion.
You thrive in ambiguous environments, demonstrate strong thought leadership, and bring both strategic and tactical execution to help customers realize long-term value with the Segment platform.
Responsibilities
In this role, you’ll:
- Own the ultimate success of digital customers in your assigned region, ensuring they realize the full value of the Segment platform.
- Achieve adoption, retention, and expansion goals through innovative many:1 programs, workshops, webinars, and strategic interventions with key customers.
- Develop and refine frameworks to measure customer health, feedback, and program effectiveness, using insights to inform strategy and improve the scaled customer journey.
- Partner with the Global Marketing team to design and implement scalable initiatives that address customer needs across industries and personas.
- Act as a trusted advisor with deep product and ecosystem expertise, proactively guiding customers on best practices and identifying underutilized features and opportunities for value realization.
- Lead cross-functional initiatives with Sales, Renewals, Solutions Architects, Success Engineers, Product, Marketing, and Support to drive customer outcomes and business results.
- Mentor and support other Digital CSMs by sharing best practices, reviewing program execution, and contributing to professional development within the team.
- Take ownership of strategic priorities, balancing customer-first decisions with business objectives, and influencing global team strategy.
- Help ‘boost’ customers in your digital portfolio to expand usage and receive a managed CSM.
- Identify trends and patterns in customer behavior to proactively address risks, surface opportunities, and inform the evolution of scaled programs.
- Contribute thought leadership on data maturity, customer success at scale, and industry best practices through content creation, enablement, and knowledge sharing.
Qualifications
Twilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to apply. If your career is just starting or hasn’t followed a traditional path, don’t let that stop you from considering Twilio. We are always looking for people who will bring something new to the table!
*Required:
- Ability to work APJ time-zone
- 7+ Proven experience in Customer Success, Scaled Success, or related fields, with a track record of driving adoption and retention at scale.
- Deep understanding of SaaS, data platforms, and customer lifecycle best practices.
- Strong cross-functional collaboration skills, with the ability to lead without authority and influence global strategies.
- Demonstrated ability to analyze customer data, identify trends, and translate insights into actionable strategies.
- Experience mentoring peers or leading projects that improved team performance or customer outcomes.
- Excellent communication skills, with the ability to engage both technical and business stakeholders.
- A customer-first mindset, paired with the ability to balance short-term problem-solving with long-term strategic thinking.
- Experience managing customers across geographies.
Desired:
- Experience with customer data platforms, marketing and data technologies.
- Experience with the suite of tools in Twilio’s ecosystem is a plus.
- Passionate about supporting and transforming customers’ experience at scale
- Technical and programming language experience a plus, but not required
- Chinese speakers are also a plus.
Location
This role will be remote, and based in Singapore.
Travel
We prioritize connection and opportunities to build relationships with our customers and each other. For this role, you may be required to travel occasionally to participate in project or team in-person meetings.
What We Offer
Working at Twilio offers many benefits, including competitive pay, generous time off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location.
Twilio thinks big. Do you?
We like to solve problems, take initiative, pitch in when needed, and are always up for trying new things. That’s why we seek out colleagues who embody our values — something we call Twilio Magic. Additionally, we empower employees to build positive change in their communities by supporting their volunteering and donation efforts.
So, if you’re ready to unleash your full potential, do your best work, and be the best version of yourself, apply now! If this role isn’t what you’re looking for, please consider other open positions.
Twilio is proud to be an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Additionally, Twilio participates in the E-Verify program in certain locations, as required by law.
Annual salary information is not provided for this position. Explore salary ranges for similar roles in our Salary Directory ›
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