I applied online. The process took 1+ week. I interviewed at Twilio (London, England) in Mar 2018
Interview
I recently read a great article by the CEO of PwC in Australia about age discrimination, which prompted me to give this feedback. The initial contact with Twilio HR, hiring manager and global customer care leader was a fantastic experience. My background in contact centres and account management was a perfect fit! Twilio is defining their Asia Pacific playbook and the fluid environment is perfect for those who have worked in remote positions or startups. Another 4 interviews included peers and senior management Asia and Australia.
As you would expect, the Directors were prepared with textbook and candid questions. Others were fairly new and asked similar questions. There was one interview where the person stated "Most people in the customer success role are younger than you. I am afraid you would be bored." Although I appreciate the honest discrimination, neither statement considered that I was currently operating in a similar role, working for founders younger than me.
I really think Twilio has a great strategy, great vision, intelligent CEO and one of the best mixed gender leadership teams on the planet. High growth with the perfect culture of emotionally intelligent leaders is hard, but please learn that age diversity is an important part of a winning strategy. The average age of CXOs, Directors and departmental leaders is 45 to 60.
Interview questions [6]
Question 1
Name one thing you would change about your current company.
We are so disappointed to hear about your experience with this one interview. Twilio's culture is one of inclusion, and we both seek and value different view points. Thank you so much for your feedback. It is valuable to us and will help us improve our process.
Other Senior Customer Success Manager Interview Reviews for Twilio
I applied online. The process took 1 week. I interviewed at Twilio
Interview
I applied online with my resume and Linkedin. Despite having 10+ years experience, including Director level, as soon as I shared that I was neurodivergent they seemed oddly uncomfortable and ended things abruptly.
Interview questions [1]
Question 1
Do you excel in a fast paced environment? Describe a time you spent working as a customer’s internal advocate to remove obstacles that may impede their experience
I applied online. The process took 2 weeks. I interviewed at Twilio (London, England)
Interview
Everyone was extremely helpful throughout the process with a large emphasis placed on being a right cultural fit and adopting the Twilio magic values. Everyone seemed genuinely interested in my experience and communication was excellent throughtout. There was a total of 5 calls after an initial call with internal HR to be screened.
I applied online. The process took 4 weeks. I interviewed at Twilio (Denver, CO) in Jul 2021
Interview
I initially interviewed with Twilio in July of 2021, I was not selected for the position but advised to keep an eye out for additional positions in the coming weeks. Roughly 4 weeks later, another position that better aligned with my background was posted and I reconnected with the recruiter at that time. The initial recruiter I spoke with did not have this specific req so she facilitated a warm hand-off. The process was the standard phone screen with the recruiter, followed by 45 minutes with the hiring manager and then a panel which was 6 separate sessions. There was no mock presentation for this position. Feedback between each steps was ~3-5 days and all in all the process from phone screen to offer was 4 weeks.
Both recruiters I worked with were fantastic, they communicated often and relayed any updates as well as feedback as soon as they could. There was an option to do the panel all at once or split, I elected split and having done it as a full day elsewhere, highly recommend breaking it up. The bulk of the questions are behavior based, there are some great guides available and I would recommend reviewing prior to. I personally used the guides available through themuse.com and mockquestions,com, which provides examples based on various titles/positions. The panelists also focus heavily on cultural fit and alignment with Twilio Magic - be prepared to speak to which you most closely align with and examples in your professional experience.
Overall the process was smooth and standard in the tech industry, I was thrilled to receive an offer and am looking forward to joining the team!
Interview questions [2]
Question 1
How do you react when you are dissatisfied with the quality of your work, or the outcome of your work?
