Strategic Global Customer Success Manager

Responsibilities

• Build and sustain strong relationships with a portfolio of strategic, high-value customers, acting as a trusted advisor and advocate.
• Manage all aspects of the customer relationship, including tailored service solutions and customized support to mitigate churn risk.
• Collaborate with Sales on account strategy and revenue growth, and partner with Product and Operations to address customer challenges.
• Facilitate root cause analysis and problem-solving initiatives by partnering with technical teams to tackle complex issues.
• Leverage technical knowledge to share best practices and identify potential risks to minimize downtime.
• Relay customer feedback to leadership to drive product and service enhancements.
• Prepare meeting materials, including slide decks and agendas, to facilitate productive strategic discussions.

Requirements

• 4-year college degree.
• 3+ years of experience in customer-facing account management or program management with strategic customers.
• Proven experience engaging with leadership and contributing to C-Level discussions.
• Proficiency in Salesforce and Jira.
• Experience managing complex relationships with large-scale customers.
• Ability to travel to client sites, both domestically and potentially internationally.

Preferred Qualifications

• Experience in Telecommunications, VoIP, or 9-1-1 VoIP/PSAP environments.
• Strong understanding of SIP routing, terminology, and VoIP routing.
• Knowledge of Local Number Portability (LNP) and working with wholesale scaled businesses.
• Familiarity with API and basic software development concepts.

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 events.
• 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 offer an owned communications cloud that delivers advanced automation, AI integrations, and premium human support.