Global Customer Success Manager

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, our culture celebrates differences and encourages authenticity. We believe every employee is part of our BAND.

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.

• 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…