Senior Manager, Customer Success

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.

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