Senior Manager, Customer Success
New
T
TwilioB2B SaaS / Communications
Remote - AustraliaFull-TimeManager
Salary not disclosed
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Job Details
- Experience
- 8+ years of total Customer Success Management or Account Management experience; 3+ years of people management experience
- Required Skills
- People ManagementSalesforceStakeholder managementCustomer SuccessAccount Management
Requirements
- 3+ years of people management experience in Customer Success.
- 8+ years of total Customer Success Management or Account Management experience in complex enterprise environments.
- Experience leading teams that manage Fortune 500 or large, multi-faceted enterprise organizations.
- Proven ability to navigate complex, multi-regional client structures across APJ.
- Ability to drive platform adoption and achieve retention and revenue targets.
- Comfortable leading business and value conversations with technical stakeholders (Data, IT, Engineering) and line-of-business executives.
- Empathic leadership style and exceptional crisis-communication skills.
- Strong executive negotiation capabilities.
Responsibilities
- 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 team in helping enterprise clients execute holistic customer engagement strategies leveraging data infrastructure and communication channels.
- Serve as executive escalation contact for strategic accounts, building trusted advisor relationships with enterprise executives.
- Partner cross-functionally with Sales, Professional Services, Renewals, and Technical Support to protect recurring revenue and secure renewals.
- Oversee account health tracking, forecasting, and reporting within Salesforce.com, establishing proactive risk mitigation processes.
- Refine local customer success practices to align APJ operations with global strategy.
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