Bandwidth
Technology
GlobalCustomerSuccessManager
“Global Customer Success Manager at Bandwidth. Skills: Customer success, Customer support, Client relationship management. Respond to customer inquiries within SLAs. Deliver high-quality resolution across ticket and phone”
What You'll Achieve.
Contribute to customer satisfaction
Industry & Context.
Troubleshooting; Root cause analysis
Join after-hours conference bridges
What They're Looking For.
Must Have
4-year college degree or equivalent experience, 2+ years customer support experience, 2+ years customer success experience, 2+ years customer-facing roles experience, Experience in SaaS or technology-driven environment, Experience operating within structured processes, Experience supporting customers via phone, Experience supporting customers via ticketing channels, Foundational understanding of customer support principles, Foundational understanding of customer success principles, Basic understanding of SaaS product usage, Ability to manage customer interactions professionally, Ability to handle challenging situations professionally, Organizational skills, Follow-through across multiple teams, Ability to prioritize work effectively, Ability to manage high volume of work, Aptitude for learning new technologies, Aptitude for explaining concepts to non-technical users
Nice to Have
4-year college degree, Experience in SaaS or technology-driven environment, Experience in a SaaS or API-driven environment, Familiarity with telecommunications product environment, Familiarity with technical product environment
What You'll Do.
Respond to customer inquiries within SLAs
Deliver high-quality resolution across ticket and phone
Deliver professional communication to customers
Provide status updates to customers
Provide resolution summaries to customers
Act as a point of contact
Respond to customer needs timely
Respond to customer needs consistently
Own coordination of customer needs end-to-end
Maintain visibility into open items
Proactively drive follow-ups across internal teams
Ensure timely resolution with no gaps
Prioritize customer interactions based on urgency
Prioritize open work based on impact
Manage high-volume workload effectively
Assist in resolving operational issues
Identify root causes of issues
Drive resolution of issues
Escalate issues based on defined thresholds
Escalate issues when standard processes are insufficient
Ensure customers remain informed throughout escalations
Advocate for customer needs
Clearly communicate impact to internal teams
Surface recurring issues to internal teams
Align internal teams on resolution priorities
Capture customer feedback
Communicate recurring issues to support continuous improvement
Communicate friction points to support continuous improvement
Guide customers on product usage
Guide customers on service usage
Provide troubleshooting guidance
Provide best practices guidance
Provide navigation guidance for tools
Provide navigation guidance for portals
Schedule Ask an Expert sessions
Facilitate Ask an Expert sessions
Coordinate internal subject matter experts
Manage logistics for Ask an Expert sessions
Ensure productive customer experience
Maintain accurate documentation of customer interactions
Maintain complete documentation of customer interactions
Consistently execute established processes
Consistently execute workflows
Ensure accurate handling of customer interactions
Ensure repeatable handling of customer interactions
Ensure high-quality handling of customer interactions
Utilize Salesforce to manage customer interactions
Utilize Intercom to manage customer interactions
Utilize Zendesk to manage customer interactions
Utilize Slack to manage customer interactions
Utilize Google Suite to manage customer interactions
Utilize Salesforce to track work
Utilize Intercom to track work
Utilize Zendesk to track work
Utilize Slack to track work
Utilize Google Suite to track work
Execute against customer health plans
Execute against get-well plans
Drive assigned actions to completion
Track progress of assigned actions
Ensure alignment across internal teams
Provide clear updates on status
Provide clear updates on outcomes
Contribute to overall customer satisfaction
Work effectively with global customers
Work effectively with internal teams
Maintain awareness of regional differences
Maintain awareness of cultural differences
Join after-hours conference bridges for outages
Join after-hours conference bridges for events
How You'll Work.
Team & Collaboration
Coordinate across internal teams; Align internal teams; Work with global customers; Work with internal teams
Communication Scope
Professional communication; Clear communication; Written communication; Phone communication; Meeting communication
Applying for this Global Customer Success Manager role?
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