1174: When Finance Must Reset the Narrative | Aidan Viggiano, CFO Twilio
<p>In 2023, stepping into the CFO role at Twilio, Aidan Viggiano faced a defining reality: “the first hard call was a layoff,” she tells us. The company had surged during the pandemic as digital communications accelerated, but by mid-2022, growth slowed while profitability lagged. “We can’t be slowing in growth and not be profitable and not generating cash,” she explains, describing the moment that forced a fundamental shift in strategy.</p><p>Over the next six months, Twilio reduced its workforce by about 40%, she tells us—a decision that tested not just financial discipline but leadership resolve. For Viggiano, the experience underscored a core principle: communication is as critical as the decision itself. “The importance of over communication…being transparent… and treating everybody with humanity,” she tells us, became central to how she navigated the transition.</p><p>This moment reflects a broader leadership mindset shaped by aligning growth with accountability. The pivot from rapid expansion to balanced performance required not only cost action but a cultural reset—one grounded in clarity, trust, and execution.</p><p>At the same time, Viggiano continues to frame Twilio’s value through its role as a communications infrastructure provider, powering interactions between businesses and consumers at scale. From authentication codes to real-time customer engagement, the company’s reach is often invisible but essential.</p><p>For Viggiano, the lesson is clear: finance leadership is not only about numbers—it is about guiding organizations through inflection points with transparency, discipline, and humanity.</p>
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