Global Customer Success Manager

About the role

Bandwidth , a prior "Best of EC" award winner, is a global software company that helps enterprises deliver exceptional experiences through voice, messaging, and emergency services. Reaching 65+ countries and over 90 percent of the global economy, we're the only provider offering an owned communications cloud that delivers advanced automation, AI integrations, global reach, and premium human support. Bandwidth is trusted for mission-critical communications by the Global 2000, hyperscalers, and SaaS builders! At Bandwidth, your music matters when you are part of the BAND. We celebrate differences and encourage BANDmates to be their authentic selves. #jointheband

Responsibilities

• 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)

Requirements

• 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 telecommun

Benefits

Your Match

How well this role fits your profile.

Company Intel

What employees say

Worked at Bandwidth? Share your experience