Twilio Announces Management Change to Quell Investor Discontent

Twilio Announces Management Change to Quell Investor Discontent

The News: Twilio announced on January 8 that Khozema Shipchandler, formerly President of Twilio Communications, has been appointed CEO and will join the company’s Board of Directors. Shipchandler is succeeding Jeff Lawson, Twilio’s cofounder, who is stepping down as CEO and as a member of the Twilio Board. Furthermore, Jeff Epstein, a member of the Twilio Board and Lead Independent Director since 2017, has been appointed as Chair of the Twilio Board. These moves are effective immediately, according to the company. You can read the release from Twilio about the leadership transition on the company’s website.

Twilio Announces Management Change to Quell Investor Discontent

Analyst Take: Twilio announced that Jeff Lawson, its cofounder, has stepped down as CEO and is being replaced by Khozema Shipchandler, the company’s president of Twilio Communications. Lawson also will be stepping down from Twilio’s Board of Directors, to be replaced by Shipchandler. In addition, the company announced that Jeff Epstein, a current board member and Lead Independent Director since 2017, has been appointed as Chair of the Twilio Board.

Twilio’s share price rose 6% upon the release of the news in a regulatory filing, which also indicated that the company expects its fourth quarter (Q4) revenue and income to come in above its prior guidance.

CEO Switch Follows Layoffs, Restructuring of the Business

Twilio has spent much of the latter part of 2023 focused on streamlining the company’s offerings in an effort to focus on cutting costs and improving operational efficiency. In December, the company reduced its headcount by about 300 workers in its Data and Applications unit, and also sunset its Programmable Video product. The December headcount reductions were the third round of layoffs executed in a year and were designed to help the company streamline its sales operations around its Flex digital engagement offering.

The replacement of Jeff Lawson, the company’s cofounder and CEO, is perhaps the most visible sign that pressure from activist investors, Legion Partners and Anson Funds, had forced the Board’s hand. News reports indicate that in addition to calling for the company to streamline its operations, the activist investors sought management changes.

Better Days Ahead for Twilio

Jeff Lawson cofounded Twilio in 2008 and helped shepherd the company through its IPO in 2016. Under his leadership, the company garnered a large client base of more than 300,000 customers and, in 30 quarters as a public company, the company met or exceeded its revenue or earnings estimates every quarter. As The Futurum Group’s Chief Analyst and CEO Daniel Newman noted, it was a classy move by Lawson to pen a positive transition note to run concurrently with the press release announcing the management changes.

Twilio, like many companies trying to carve out more business within a competitive marketplace, is facing pressure from shareholders to deliver more value. While it is unclear as to whether further changes are afoot, the Street has initially responded in a positive manner. CEOs are often like coaches or managers of sports teams—when things are going well, they reap the rewards, but when things go sour, they fairly or unfairly are held accountable.

As Twilio moves into the new year, these management changes might help to refocus the company on the path it needs to succeed, both in terms of making investors happy and driving business forward. Shipchandler is intimately familiar with the inner workings of the company but, as would anyone who has operated within an organization for any amount of time, will bring his own ideas and energy to the forefront.

These management changes, while difficult, might be the catalyst that helps the organization move forward in a positive manner. Shipchandler will face two key challenges: fending off pressure from activist investors to divest Segment, its customer data platform (CDP) offering, and figuring out a way to drive higher sales growth in a still-uncertain market environment. But by making a very visible change at the top, Twilio is demonstrating to both investors and customers that it understands that tackling the challenges ahead will require bold and decisive strategy and action.

Disclosure: The Futurum Group is a research and advisory firm that engages or has engaged in research, analysis, and advisory services with many technology companies, including those mentioned in this article. The author does not hold any equity positions with any company mentioned in this article.

Analysis and opinions expressed herein are specific to the analyst individually and data and other information that might have been provided for validation, not those of The Futurum Group as a whole.

Other Insights from The Futurum Group:

Twilio Drops Video Service: The End of an Era in CPaaS

Twilio Shows Strong Q3 2023 Results, Exceeding Revenue Targets

Twilio Unveils a Robust Lineup of CustomerAI-Powered Solutions

Author Information

Keith has over 25 years of experience in research, marketing, and consulting-based fields.

He has authored in-depth reports and market forecast studies covering artificial intelligence, biometrics, data analytics, robotics, high performance computing, and quantum computing, with a specific focus on the use of these technologies within large enterprise organizations and SMBs. He has also established strong working relationships with the international technology vendor community and is a frequent speaker at industry conferences and events.

In his career as a financial and technology journalist he has written for national and trade publications, including BusinessWeek,, Investment Dealers’ Digest, The Red Herring, The Communications of the ACM, and Mobile Computing & Communications, among others.

He is a member of the Association of Independent Information Professionals (AIIP).

Keith holds dual Bachelor of Arts degrees in Magazine Journalism and Sociology from Syracuse University.


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