[Remote] Global Customer Success Manager

Note: The job is a remote job and is open to candidates in USA. Bandwidth Inc. is a global software company that provides exceptional communication experiences through voice, messaging, and emergency services. The Global Customer Success Manager is responsible for delivering high-quality customer support, managing customer interactions, and ensuring timely resolution of issues while maintaining communication and coordination across internal teams.ResponsibilitiesRespond to customer inquiries within defined SLAs, delivering high-quality, timely resolution across ticket and phone channelsDeliver clear, professional communication to customers—including inbound support, status updates, resolution summaries, and next steps—ensuring customers are consistently informed and never unclear on progressAct 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 channelsOwn 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 gapsPrioritize customer interactions and open work based on urgency, impact, and defined processes to effectively manage a high-volume workloadAssist in resolving operational issues by working with internal teams to identify root causes and drive resolutionEscalate 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 throughoutAdvocate for customer needs by clearly communicating impact, surfacing recurring issues, and aligning internal teams on resolution prioritiesCapture and communicate customer feedback, recurring issues, and friction points to support continuous improvement across teamsGuide customers on how to effectively use Bandwidth’s products and services, including troubleshooting, best practices, and navigation of tools or portalsSchedule and facilitate Ask an Expert sessions by coordinating internal subject matter experts, managing logistics, and ensuring a productive customer experienceMaintain accurate and complete documentation of customer interactionsConsistently execute established processes and workflows to ensure accurate, repeatable, and high-quality handling of customer interactionsUtilize Salesforce, Intercom, Zendesk, Slack, and Google Suite to manage customer interactions and track workExecute 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 outcomesContribute to overall customer satisfaction (CSAT) through consistent, high-quality executionWork effectively with global customers and internal teams, maintaining awareness of regional and cultural differencesMay be required, at times, to join after-hours conference bridges in the event of a major service outage or eventSkills4-year college degree strongly preferred (or equivalent experience)2+ years of experience in customer support, customer success, or customer-facing rolesExperience working in a SaaS or technology-driven environment preferredExperience operating within structured processesExperience supporting customers via phone and ticketing channelsFoundational understanding of customer support and customer success principlesBasic understanding of how customers use SaaS products to achieve business valueGeneral awareness of technical environments (e.g., APIs, integrations, or telecommunications concepts) is a plusAbility to manage customer interactions and handle challenging situations professionallyStrong communication skills across written, phone, and meeting-based channelsStrong organizational skills and follow-through across multiple teamsAbility to prioritize and manage a high volume of work effectivelyAptitude for learning new technologies and explaining concepts to non-technical usersExperience with tools such as Salesforce, Intercom, Slack, and Google SuiteExperience in a SaaS or API-driven environmentFamiliarity with telecommunications or technical product environmentBenefits100% 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.Company OverviewBandwidth is the universal communications platform that simplifies how businesses deliver integrated global experiences. It was founded in 1999, and is headquartered in Raleigh, North Carolina, USA, with a workforce of 1001-5000 employees. Its website is http://www.bandwidth.com.