Sr Digital Customer Success Manager

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.

We use Artificial Intelligence (AI) to help make our hiring process efficient. That said, every hiring decision is made by real Twilions!

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See yourself at Twilio

Join the team as Twilio’s next Senior Digital Customer Success Manager

About the job

As a Senior Digital CSM in APJ, you are responsible for driving adoption and retention across the cohort of customers in the APJ region. You will partner closely with cross-functional teams to design and execute scaled programs, create repeatable frameworks, and mentor team members. In this role, you’ll have the opportunity to help some of the world’s most influential companies solve their toughest data and marketing problems at scale, while also shaping the strategy of our digital customer success motion.

You thrive in ambiguous environments, demonstrate strong thought leadership, and bring both strategic and tactical execution to help customers realize long-term value with the Segment platform.

Responsibilities

In this role, you’ll

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• Own the ultimate success of digital customers in your assigned region, ensuring they realize the full value of the Segment platform.

• Achieve adoption, retention, and expansion goals through innovative many:1 programs, workshops, webinars, and strategic interventions with key customers.

• Develop and refine frameworks to measure customer health, feedback, and program effectiveness, using insights to inform strategy and improve the scaled customer journey.

• Partner with the Global Marketing team to design and implement scalable initiatives that address customer needs across industries and personas.

• Act as a trusted advisor with deep product and ecosystem expertise, proactively guiding customers on best practices and identifying underutilized features and opportunities for value realization.

• Lead cross-functional initiatives with Sales, Renewals, Solutions Architects, Success Engineers, Product, Marketing, and Support to drive customer outcomes and business results.

• Mentor and support other Digital CSMs by sharing best practices, reviewing program execution, and contributing to professional development within the team.

• Take ownership of strategic priorities, balancing customer-first decisions with business objectives, and influencing global team strategy.

• Help ‘boost’ customers in your digital portfolio to expand usage and receive a managed CSM.

• Identify trends and patterns in customer behavior to proactively address risks, surface opportunities, and inform the evolution of scaled programs.

• Contribute thought leadership on data maturity, customer success at scale, and industry best practices through content creation, enablement, and knowledge

Responsibilities

• Own the ultimate success of digital customers in your assigned region, ensuring they realize the full value of the Segment platform.
• Achieve adoption, retention, and expansion goals through innovative many:1 programs, workshops, webinars, and strategic interventions with key customers.
• Develop and refine frameworks to measure customer health, feedback, and program effectiveness, using insights to inform strategy and improve the scaled customer journey.
• Partner with the Global Marketing team to design and implement scalable initiatives that address customer needs across industries and personas.
• Act as a trusted advisor with deep product and ecosystem expertise, proactively guiding customers on best practices and identifying underutilized features and opportunities for value realization.
• Lead cross-functional initiatives with Sales, Renewals, Solutions Architects, Success Engineers, Product, Marketing, and Support to drive customer outcomes and business results.
• Mentor and support other Digital CSMs by sharing best practices, reviewing program execution, and contributing to professional development within the team.
• Take ownership of strategic priorities, balancing customer-first decisions with business objectives, and influencing global team strategy.
• Help 'boost' customers in your digital portfolio to expand usage and receive a managed CSM.
• Identify trends and patterns in customer behavior to proactively address risks, surface opportunities, and inform the evolution of scaled programs.
• Contribute thought leadership on data maturity, customer success at scale, and industry best practices through content creation, enablement, and knowledge