Does Twilio hire remotely worldwide?

No. Twilio’s remote roles are country-bound, and each posting names an eligible country. Some roles narrow eligibility further by state, province, or region, so check the location requirements on the specific posting before applying.

Can I apply to a US-remote Twilio role from any state?

Not necessarily. Eligibility varies by role, and some postings exclude particular states or metro areas. Check the location and eligibility language on the individual posting before applying.

Does Twilio publish salary ranges on its job postings?

Some Twilio postings publish salary ranges where local requirements apply, but ranges are not available in every hiring market. Twilio says starting pay may depend on skills, experience, and geographic location; when no range is shown, compensation is discussed during the hiring process.

What remote-work support does Twilio offer?

Twilio’s Open Work materials name a one-time remote-work stipend, temporary work-location support, and company-wide breaks. Offerings vary by location, so candidates should confirm the package for their role and country.

Does Twilio use AI in its hiring process?

Twilio says it uses artificial intelligence to help make its hiring process more efficient, but every hiring decision is made by Twilio employees.

How do I know a Twilio recruiter is legitimate?

Twilio publishes an anti-recruitment-fraud notice stating that it and its recruiters only direct candidates to apply through the official Careers at Twilio page. Per that notice, Twilio will never refer you to external websites, ask for payment or personal information, or conduct interviews via messaging apps like WhatsApp.

Senior Manager, Customer Success

Twilio

Remote

Job Description

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 and empower millions of developers worldwide to craft personalized customer experiences.

Our dedication to remote-first 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.
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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.
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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. Additionally, we empower employees to build positive change in their communities 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.

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 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.

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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.

Benefits & Perks

Health & Wellness

Health Insurance

Twilio offers comprehensive healthcare, with offerings varying by location.

Dental Insurance

Dental coverage is offered alongside medical and vision as part of Twilio's core insurance package. Offerings vary by location.

Vision Insurance

Vision coverage is offered alongside medical and dental as part of Twilio's core insurance package. Offerings vary by location.

Disability Insurance

Twilio offers short- and long-term disability insurance.

Life Insurance

Company-paid life insurance and accidental death & dismemberment cover is provided, with supplemental life insurance also available.

Mental Health Benefits

Mental health programs are available to employees and their families.

Health Savings Account (HSA)

Eligible US employees have access to a Health Savings Account.

Flexible Spending Account (FSA)

A Flexible Spending Account for pre-tax healthcare and dependent care expenses is available to US employees. This is a US-specific benefit.

Fitness Stipend

A wellness allowance supports activities such as gym memberships, yoga, and meditation. Twilio also offers fitness class options for employees and their families.

Employee Assistance Program

An Employee Assistance Program gives employees confidential counseling and support services.

Financial

401(k) / Retirement Plan

US employees have access to a 401(k) retirement account. Offerings vary by location.

401(k) Match

Twilio offers employer matching on its US 401(k) plan.

Equity / RSUs

Eligible roles can participate in Twilio’s equity plan.

Employee Stock Purchase Plan

An Employee Stock Purchase Plan lets employees buy Twilio stock through payroll deductions. Availability follows local plan eligibility rules.

Time Off

Unlimited PTO

Twilio offers unlimited time off, with allowances that vary by location.

Sick Days

Twilio offers paid sick time to eligible employees.

Company Shutdown Days

Twilio schedules company-wide breaks where the whole organization pauses together, named on both the culture page and the Open Work model.

Paid Holidays

Twilio offers paid holidays in addition to its broader time-off benefits.

Remote & Equipment

Home Office Stipend

A one-time remote work stipend for home office setup as part of Twilio's Open Work model.

Company Offsites / Retreats

Twilio sets aside a budget for every employee to meet their team in person at team and functional off-sites.

Family & Care

Parental Leave

Twilio offers paid maternity and paternity leave.

Adoption Leave

Adoption leave is paid, and Twilio adds financial assistance toward adoption expenses.

Fertility Benefits

Financial assistance for adoption and fertility-related expenses is offered as part of an inclusive family-forming benefit.

Caregiver Policy

Paid family medical care leave is available for employees caring for a family member.

Professional Growth

Learning & Development Budget

Twilio supports employee learning and development through job training and educational resources.

Culture & Perks

Volunteer Time Off

Twilio gives every employee 20 hours of paid volunteer time each year, supporting the Twilio.org social impact program.

Employee Resource Groups

Twilio Together governs employee-led ERGs that support communities typically underrepresented in tech, alongside location-based hubs and social channels.

Employee Recognition Awards

The annual Owl Awards spotlight employees living the Twilio Magic values, and Hoot Hub is Twilio's peer recognition platform.