Global Customer Success Manager

Responsibilities

• Respond to customer inquiries within defined SLAs via phone, email, and ticketing channels.
• Deliver clear, professional communication including status updates, resolution summaries, and next steps.
• Coordinate customer needs end-to-end by driving follow-ups across internal teams such as Operations, Sales, and Tech Support.
• Prioritize high-volume workloads based on urgency and impact.
• Advocate for customer needs by surfacing recurring issues and friction points to internal stakeholders.
• Guide customers on product best practices, troubleshooting, and tool navigation.
• Maintain accurate documentation of all customer interactions and execute customer health plans.
• Utilize Salesforce, Intercom, Zendesk, Slack, and Google Suite to manage workflows.

Requirements

• 2+ years of experience in customer support, customer success, or customer-facing roles.
• Experience working in a SaaS or technology-driven environment.
• Proficiency with Salesforce, Intercom, Zendesk, Slack, and Google Suite.
• Strong organizational skills and the ability to manage high-volume interactions.
• Excellent written and verbal communication skills.
• 4-year college degree preferred (or equivalent experience).

Preferred Qualifications

• Experience in an API-driven environment.
• Familiarity with telecommunications or technical product environments.
• General awareness of technical concepts such as APIs or integrations.

Benefits

• 100% company-paid Medical, Vision, and Dental coverage for you and your family.
• Four weeks of PTO for all new hires.
• PTO Embargo policy to ensure you are truly disconnected during time off.
• "Mahalo moments" program for major life milestones.
• 90-minute workout lunches and access to nutritional support.

About the Company

Bandwidth 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 provide an owned communications cloud that delivers advanced automation, AI integrations, and premium human support.