Global Customer Success Manager

Who We Are:

At Bandwidth, your music matters when you are part of the BAND.  We celebrate differences and encourage BANDmates to be their authentic selves.  #jointheband

What We Are Looking For:

The Global Customer Success Manager plays a key role in delivering a consistent, high-quality customer experience across the post-onboarding lifecycle. Operating within a pooled support model, this role is responsible for supporting a large portfolio of customers by responding to customer needs and ensuring reliable, timely engagement across support channels, including phone and ticketing. Supporting a global customer base, the CSM acts as a dependable point of contact—driving clear communication, consistent follow-through, and effective resolution of customer issues. This role focuses on executing established processes, coordinating across internal teams, and ensuring customers receive timely and accurate support. This role requires strong organization, attention to detail, and the ability to manage a high volume of customer interactions while maintaining quality and consistency in execution.

What You'll Do:

• Respond to customer inquiries within defined SLAs, delivering high-quality, timely resolution across ticket and phone channels.
• Deliver clear, professional communication to customers—including inbound support, status updates, resolution summaries, and next steps—ensuring customers are consistently informed and never unclear on progress.
• Act as a point of contact within a pooled support model, responding to customer needs in a timely and consistent manner via phone, email, and ticketing channels.
• Own the coordination of customer needs end-to-end—maintaining visibility into open items, proactively driving follow-ups across internal teams (Operations, Sales, Porting, Compliance, Tech Support), and ensuring timely resolution with no gaps.
• Prioritize customer interactions and open work based on urgency, impact, and defined processes to effectively manage a high-volume workload.
• Assist in resolving operational issues by working with internal teams to identify root causes and drive resolution.
• Escalate issues based on defined thresholds or when standard processes are insufficient, including cases driven by customer urgency or internal stakeholder needs. Follow established escalation paths and ensure customers remain informed throughout.
• Advocate for customer needs by clearly communicating impact, surfacing recurring issues, and aligning internal teams on resolution priorities.
• Capture and communicate customer feedback, recurring issues, and friction points to support continuous improvement across teams.
• Guide customers on how to effectively use Bandwidth’s products and services, including troubleshooting, best practices, and navigation of tools or portals.
• Schedule and facilitate Ask an Expert sessions by coordinating internal subject matter experts, managing logistics, and ensuring a productive customer experience.
• Maintain accurate and complete documentation of customer interactions.
• Consistently execute established processes and workflows to ensure accurate, repeatable, and high-quality handling of customer interactions.
• Utilize Salesforce, Intercom, Zendesk, Slack, and Google Suite to manage customer interactions and track work.
• Execute against customer health and get-well plans—driving assigned actions to completion, tracking progress, and ensuring alignment across internal teams while providing clear updates on status and outcomes.
• Contribute to overall customer satisfaction (CSAT) through consistent, high-quality execution.
• Work effectively with global customers and internal teams, maintaining awareness of regional and cultural differences.
• May be required, at times, to join after-hours conference bridges in the event of a major service outage or event.

What You Need:

• Education:
  • 4-year college degree strongly preferred (or equivalent experience) 
• Experience:
  • 2+ years of experience in customer support, customer success, or customer-facing roles
  • Experience working in a SaaS or technology-driven environment preferred
  • Experience operating within structured processes
  • Experience supporting customers via phone and ticketing channels
• Knowledge:
  • Foundational understanding of customer support and customer success principles
  • Basic understanding of how customers use SaaS products to achieve business value
  • General awareness of technical environments (e.g., APIs, integrations, or telecommunications concepts) is a plus
• Skills:
  • Ability to manage customer interactions and handle challenging situations professionally
  • Strong communication skills across written, phone, and meeting-based channels
  • Strong organizational skills and follow-through across multiple teams
  • Ability to prioritize and manage a high volume of work effectively
  • Aptitude for learning new technologies and explaining concepts to non-technical users
  • Experience with tools such as Salesforce, Intercom, Slack, and Google Suite

Bonus Points:

• Experience in a SaaS or API-driven environment
• Familiarity with telecommunications or technical product environment

The Whole Person Promise:

At Bandwidth, we’re pretty proud of our corporate culture, which is rooted in our “Whole Person Promise.” We promise all employees that they can have meaningful work AND a full life, and we provide a work environment geared toward enriching your body, mind, and spirit. How do we do that? Well…

• 100% company-paid Medical, Vision, & Dental coverage for you and your family with low deductibles and low out-of-pocket expenses.
• All new hires receive four weeks of PTO.
• PTO Embargo. When you take time off (of any kind!) you’re embargoed from working. Bandmates and managers are not allowed to interrupt your PTO – not even with email.
• Additional PTO can be earned throughout the year through volunteer hours and Bandwidth challenges.
• “Mahalo moments” program grants additional time off for life’s most important moments like graduations, buying a first home, getting married, wedding anniversaries (every five years), and the birth of a grandchild.
• 90-Minute Workout Lunches and unlimited meetings with our very own nutritionist.