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Leads Developer Evangelism across North and Latin America, setting regional strategy, managing and mentoring Developer Evangelists, building developer community engagement, and partnering with Marketing, Product, Sales, and other teams. Owns program success through metrics, stakeholder communication, cross-functional collaboration, and initiatives that improve developers’ experience with Twilio products. The role is remote in the US and includes approximately 10% travel.

Designated technical contact for strategic customers, resolving complex issues, troubleshooting server- and client-side code and network connectivity, collaborating with product and engineering, proactively advising customers to reduce downtime, analyzing customer trends, and managing dedicated accounts.

Provides 24/7 technical support to top-tier customers, troubleshooting REST APIs, cloud solutions, connectivity, and communications platforms. Collaborates with developers, architects, partners, Technical Account Managers, Product, and Engineering teams to resolve complex issues, prioritize urgent tickets, meet short SLAs, and report reproducible bugs. The role requires shift and possible weekend or holiday coverage, strong customer communication, workflow optimization, and occasional travel for in-person meetings.

Provides personalized onboarding support for A2P customers, resolves onboarding issues, offers compliance guidance, manages SLAs and credit utilization, handles customer communications, tracks interactions, identifies product trends, and partners with operations, account, and product teams to improve onboarding outcomes.

Leads a global team of Escalation Managers, providing coaching, onboarding, performance guidance, and process improvement. Oversees sensitive customer escalations, incidents, queue management, post-mortem reviews, executive communications, reporting, and technical projects. Partners cross-functionally to resolve complex customer issues, improve operational consistency, support talent acquisition, and drive team engagement.

Provides advanced technical support for Twilio APIs, SDKs, and software platforms through phone, email, chat, and other channels. Resolves complex customer issues, troubleshoots application and network problems, manages escalations and incidents, meets SLA targets, documents technical findings, identifies adoption and upsell opportunities, mentors teammates, contributes to knowledge articles, and participates in process improvement and on-call rotations.

Manage strategic enterprise customer relationships for Segment, driving platform adoption, value realization, retention, and account growth. Develop customer roadmaps, advise executive stakeholders, identify risks and expansion opportunities, and coordinate with sales, engineering, product, marketing, support, and professional services. Analyze account portfolios, resolve complex technical challenges, and create tailored strategies that improve customer outcomes and revenue.

Lead Twilio’s APJ Customer Success organization, managing Senior CSMs serving enterprise accounts. Coach and develop talent, oversee account health and platform adoption, drive retention and expansion, manage executive escalations, and build alignment with Sales, Services, Renewals, Support, Engineering, and Product. Refine regional customer success practices and go-to-market strategies while helping customers realize value from Twilio’s communications and customer data platform.

Design, build, and maintain GTM data models, automated data quality checks, and BI-as-code pipelines. Deliver sales and executive analytics, visualizations, and partner with cross-functional teams to ensure trusted metrics and drive continuous improvement toward AI-ready reporting.

Leads global onboarding operations by building governance frameworks, SOPs, SLAs, workflows, and automation. Analyzes operational telemetry and activation metrics, partners with Product and Engineering on platform controls, translates technical changes for operations teams, manages escalations, documents processes, and mentors staff. The role requires strong data fluency, cross-functional program execution, and experience operating in ambiguous, regulated technology environments.