Bandwidth - Global Customer Success Manager

• 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. • Global Customer Success Manager • 4-year college degree strongly preferred (or equivalent 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 • 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 • 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 • 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. • Are you excited about the position and its responsibilities, but not sure if you’re 100% qualified? Do you feel you can work to help us crush the mission? If you answered ‘yes’ to both of these questions, we encourage you to apply! You won’t want to miss the opportunity to be a part of the BAND. • Applicant Privacy Notice