Senior Manager, Customer Success

This is a fully remote position, open to applicants in Australia.

📋 Description

• Lead and motivate a team of Senior Customer Success Managers throughout the APJ region.

• Enhance account health, promote platform adoption, stimulate usage growth, ensure value realization, and foster customer advocacy.

• Assist enterprise clients in implementing comprehensive customer engagement strategies utilizing data infrastructure and communication channels.

• Act as the executive escalation point for strategic accounts.

• Cultivate trusted advisor relationships with enterprise executives across IT, Product, Marketing, and Operations.

• Collaborate with Sales, Professional Services, Renewals, and Technical Support to safeguard recurring revenue, finalize renewals, and promote usage growth.

• Manage account health monitoring, forecasting, and reporting within Salesforce.com.

• Develop proactive risk identification and mitigation strategies.

• Enhance local customer success practices to align APJ operations with Twilio's global customer engagement strategy.

• Travel around 20%-25% of the time to engage with customers and colleagues in person.

⛳️ Requirements

• 3+ years of experience in people management within Customer Success, demonstrating a proven ability to hire, mentor, and develop high-performing teams.

• 8+ years of overall experience in Customer Success Management or Account Management within intricate enterprise environments.

• Experience in leading teams that serve Fortune 500 companies or large, complex enterprise organizations.

• Demonstrated capability to navigate intricate, multi-regional client structures across APJ, drive platform adoption, and meet retention and revenue goals (OKRs).

• Proficient in leading business and value discussions with technical stakeholders and line-of-business executives.

• Empathetic leadership approach, outstanding crisis communication and escalation management skills, along with strong executive negotiation abilities.

• Familiarity with Salesforce.com for tracking account health, forecasting, and reporting.

🏝️ Benefits

• Competitive salary.

• Generous paid time off.

• Extensive parental leave.

• Ample wellness leave.

• Comprehensive healthcare coverage.

• Retirement savings program.

• Support for employee volunteer initiatives and donation efforts.