[All remote jobs](https://jobicy.com/jobs.md)[![Twilio logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2020/10/WRILS-201023175858-722503.jpg)](https://jobicy.com/company/twilio.md)[Twilio](https://jobicy.com/company/twilio.md) # Senior Manager, Customer Success Review the role, location requirements, compensation details, and application process before deciding whether this opportunity fits your next career move. [Apply for this job](#job-application)[View company](https://jobicy.com/company/twilio.md)ShareRemote from[Australia](https://jobicy.com/job-region/australia.md)SalaryUndisclosedDepartment[Customer Support & Success](https://jobicy.com/categories/supporting.md)EmploymentFull TimeExperienceDirectorPublished29 Oct 2026Apply before28 Nov 2026Listing views29Application actions2Application toolkit ## Make your next move. Prepare your resume, explore your fit, and draft a cover letter for this opportunity. AI Summary ## The role, at a glance. Twilio is seeking a senior Customer Success leader to manage a team of Senior CSMs supporting strategic enterprise customers across APJ. The role owns team coaching, executive escalations, account health, platform adoption, retention, and usage expansion. It requires close partnership with Sales, Professional Services, Product, Engineering, Renewals, and Technical Support. Candidates need extensive enterprise Customer Success or Account Management experience, including at least three years of people leadership. The position is remote within Australia and includes approximately 20–25% travel for customer and team connection. ## Role DNA A quick view of the complexity, pace, ownership and collaboration implied by the job description. ### Job Complexity 5/5EasyHard ### Pace & Pressure 5/5RelaxedFast-paced ### Autonomy Level 5/5GuidedFull ownership ### Communication Load 5/5IndependentCollaborative AI insightThis is a high-seniority regional leadership role combining people management, executive stakeholder management, complex enterprise escalations, and commercial retention goals. Success depends on independently leading a distributed team while aligning multiple internal functions around strategic APJ accounts. ## Salary analysis Estimated compensation compared with the broader US market for similar roles. Estimated job median (per year)Market rate$165,000US market range (per year)$135k–$210k0$231.00k AI insightThe yearly pay period is inferred from the job context; it was not explicitly stated by the employer. No employer salary was disclosed. The yearly cadence is inferred from the senior full-time leadership role; the displayed USD figures are AI estimates for a comparable senior customer-success management position and are not employer-provided compensation. ## Core skills Skills and capabilities most closely associated with this opportunity. [Customer Success Leadership](https://jobicy.com/jobs?search_keywords=Customer%20Success%20Leadership.md)[People Management](https://jobicy.com/jobs?search_keywords=People%20Management.md)[Enterprise Account Management](https://jobicy.com/jobs?search_keywords=Enterprise%20Account%20Management.md)[Executive Stakeholder Management](https://jobicy.com/jobs?search_keywords=Executive%20Stakeholder%20Management.md)[Customer Retention](https://jobicy.com/jobs?search_keywords=Customer%20Retention.md)[Account Expansion](https://jobicy.com/jobs?search_keywords=Account%20Expansion.md)[Platform Adoption](https://jobicy.com/jobs?search_keywords=Platform%20Adoption.md)[Customer Health Scoring](https://jobicy.com/jobs?search_keywords=Customer%20Health%20Scoring.md)[Escalation Management](https://jobicy.com/jobs?search_keywords=Escalation%20Management.md)[Salesforce](https://jobicy.com/jobs?search_keywords=Salesforce.md)[Cross-functional Collaboration](https://jobicy.com/jobs?search_keywords=Cross-functional%20Collaboration.md)[Revenue Forecasting](https://jobicy.com/jobs?search_keywords=Revenue%20Forecasting.md)[B2B SaaS](https://jobicy.com/jobs?search_keywords=B2B%20SaaS.md)[Customer Data Platforms](https://jobicy.com/jobs?search_keywords=Customer%20Data%20Platforms.md)[Strategic Planning](https://jobicy.com/jobs?search_keywords=Strategic%20Planning.md) Sample interview questionsHow have you improved retention and expansion outcomes across an enterprise customer portfolio?I establish clear health indicators that combine product usage, stakeholder engagement, support trends, business outcomes, and renewal timing. I then use regular risk reviews and joint account plans with Sales and Services to address adoption barriers early, document value, and identify credible expansion opportunities. Describe how you would coach Senior Customer Success Managers who support complex APJ accounts. I would set consistent operating expectations around account planning, executive engagement, value realization, and forecasting, while tailoring coaching to each manager's strengths and gaps. Regular one-to-ones, deal and escalation reviews, call observation, and measurable development plans would help the team improve both customer outcomes and leadership capability. How do you manage an executive escalation from a strategic customer? I first align internal stakeholders on the facts, customer impact, ownership, and a time-bound recovery plan. I communicate transparently with the customer executive, provide reliable progress updates, remove cross-functional blockers, and conduct a post-resolution review to prevent recurrence. What experience do you have with consumption-based SaaS models? In a consumption model, I focus on whether customers are achieving the use cases that drive sustainable usage rather than treating consumption as a standalone metric. I partner with technical and commercial teams to identify adoption friction, connect usage to business value, and build expansion plans based on demonstrated outcomes. How would you create alignment between Customer Success, Sales, Product, and Support in APJ? I would implement shared account objectives, documented ownership, regular cross-functional portfolio reviews, and a consistent escalation process. Using common data from Salesforce and customer-health reporting ensures teams make decisions from the same view of risk, value, renewal readiness, and growth potential. Opportunity details ## About this role. 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](https://customers.twilio.com/)and empower millions of developers worldwide to craft personalized customer experiences. Our dedication to [remote-first work](https://www.twilio.com/en-us/blog/open-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. . Hiring and how we work We use Artificial Intelligence (AI) to help make our hiring process efficient. That said, every hiring decision is made by real Twilions! Also, while we are a remote-first company, you may be asked to report in person on an ad-hoc basis for team gatherings, functional off-sites or customer meetings. . See yourself at Twilio Join the team as Twilio’s next Senior Manager, Customer Success. About the job At Twilio, we believe the best customer interactions are grounded in real-time customer data. Our unified Customer Engagement Platform combines market-leading communications channels (Messaging, Voice, Video) with powerful Customer Data Platform (CDP) capabilities. This allows organizations to break down data silos, understand their audience through unified profiles, and orchestrate intelligent, highly personalized customer experiences at scale. The Customer Success Management team at Twilio is the central touchpoint for our strategic customers, orchestrating the post-sales customer lifecycle in partnership with Professional Services, Sales, Product, and Support. The team manages executive customer relationships, drives platform adoption, and guides organizations on leveraging customer data to unlock the full power of Twilio’s ecosystem. Fundamentally, the CSM team ensures customers derive measurable business value from our platform, leading to long-term retention and account expansion. As Senior Manager of Customer Success for APJ, you will lead a high-performing team of Senior Customer Success Managers overseeing a portfolio of enterprise accounts across the region. You will coach individual contributors, act as an executive escalation point, and build cross-functional alignment with Sales, Services, Engineering, and Product. You will play a pivotal role in refining our customer success operating model and regional GTM strategies to accelerate customer growth across APJ. This is an ideal role for an experienced CS leader who thrives on developing top talent, driving consumption and account health, and helping enterprise clients navigate complex digital transformation challenges. Responsibilities In this role, you’ll: * Lead and inspire a team of Senior CSMs driving account health, platform adoption, usage growth, value realization, and customer advocacy across the APJ region. * Guide your team in helping enterprise clients execute holistic customer engagement strategies, leveraging both data infrastructure and communication channels. * Serve as executive escalation contact for strategic accounts, building trusted advisor relationships with enterprise executives across IT, Product, Marketing, and Operations. * Partner cross-functionally with Sales, Professional Services, Renewals, and Technical Support to protect recurring revenue, secure renewals, and drive usage expansion opportunities. * Oversee account health tracking, forecasting, and reporting within Salesforce.com, establishing proactive risk identification and mitigation processes. * Refine local customer success practices to align APJ operations with Twilio’s global customer engagement strategy. 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: * People Leadership: 3+ years of people management experience in Customer Success, with a proven track record of hiring, coaching, and developing high-performing teams. * Customer Success Experience: 8+ years of total Customer Success Management or Account Management experience within complex enterprise environments. * Enterprise Portfolio Management: Experience leading teams that manage Fortune 500 or large, multi-faceted enterprise organizations. * Regional APJ Execution: Proven ability to navigate complex, multi-regional client structures across APJ, drive platform adoption, and achieve retention and revenue targets (OKRs). * Strategic Acumen: Comfortable leading business and value conversations with both technical stakeholders (Data, IT, Engineering) and line-of-business executives. * Leadership Competencies: 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. Location * This role will be remote, and based in Australia. Travel We prioritize connection and opportunities to build relationships with our customers and each other. For this role, approximately 20%-25% travel is anticipated to help you connect in-person in a meaningful way. 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](https://www.twilio.com/company/values). Additionally, we empower employees to build [positive change in their communities](https://twilio.org/support-and-resources/impact-fund) 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.](https://www.twilio.com/company/jobs#open-positions) . Stay alert to recruitment fraud We care about your safety. Scammers sometimes impersonate Twilio recruiters through fake job postings, emails, websites, or messages. Please ensure you are engaging with an official @[twilio.com](http://twilio.com) email address. We will never ask for payment, gift cards, cryptocurrency, or banking information during the recruiting process. We do not make job offers without a formal interview process or conduct interviews exclusively through text-based messaging apps. . 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. Show more [Apply now >](https://jobicy.com/jobs/157919-senior-manager-customer-success-2.md) > Annual salary information is not provided for this position. 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