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.

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.

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.

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.

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.

1174: When Finance Must Reset the Narrative | Aidan Viggiano, CFO Twilio

CFO THOUGHT LEADER