The opportunity
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.
What you'll do
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.
What they're looking for
- 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).
