Bandwidth

Bandwidth

Global Customer Success Manager (10am-7pm, Monday-Friday)

Raleigh, NC

Sponsorship not specifiedDetected 27 days ago
SalesforceLogisticsCustomer SuccessCustomer SupportZendeskIntercomCommunicationOrganizational Skills

About the role

  • 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.
  • The hours for this position are 10am-7pm, Monday through Friday.
  • 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.

Responsibilities

  • Act 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 channels.
  • Own 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 gaps.
  • Prioritize customer interactions and open work based on urgency, impact, and defined processes to effectively manage a high-volume workload.
  • Assist in resolving operational issues by working with internal teams to identify root causes and drive resolution.
  • Capture and communicate customer feedback, recurring issues, and friction points to support continuous improvement across teams.
  • Maintain accurate and complete documentation of customer interactions.
  • Utilize Salesforce, Intercom, Zendesk, Slack, and Google Suite to manage customer interactions and track work.
  • Foundational understanding of customer support and customer success principles
  • 90-Minute Workout Lunches and unlimited meetings with our very own nutritionist.

Requirements

  • May be required, at times, to join after-hours conference bridges in the event of a major service outage or event.

Nice to have

  • 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
  • General awareness of technical environments (e.g., APIs, integrations, or telecommunications concepts) is a plus

Skills

  • Strong communication skills across written, phone, and meeting-based channels
  • Strong organizational skills and follow-through across multiple teams
  • Aptitude for learning new technologies and explaining concepts to non-technical users
  • Experience with tools such as Salesforce, Intercom, Slack, and Google Suite
  • Bonus Points:
  • Experience in a SaaS or API-driven environment
  • Familiarity with telecommunications or technical product environment
  • The Whole Person Promise:
  • All new hires receive four weeks of PTO.
  • Additional PTO can be earned throughout the year through volunteer hours and Bandwidth challenges.
  • Bandwidth is trusted for mission-critical communications by the Global 2000, hyperscalers, and SaaS builders!
  • We celebrate differences and encourage BANDmates to be their authentic selves. #jointheband

Benefits

  • 100% company-paid Medical, Vision, & Dental coverage for you and your family with low deductibles and low out-of-pocket expenses.
  • 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.
  • "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.
  • Execute 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 outcomes.

Company info

  • Bandwidth, a prior "Best of EC" award winner, 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're the only provider offering an owned communications cloud that delivers advanced automation, AI integrations, global reach, and premium human support. Bandwidth is trusted for mission-critical communications by the Global 2000, hyperscalers, and SaaS builders!
  • At Bandwidth, your music matters when you are part of the BAND. We celebrate differences and encourage BANDmates to be their authentic selves. #jointheband
  • What We Are Looking For:
  • 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.
  • Bandwidth, a prior "Best of EC" award winner, 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're the only provider offering an owned communications cloud that delivers advanced automation, AI integrations, global reach, and premium human support.
  • At Bandwidth, your music matters when you are part of the BAND.
  • 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.
  • 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.
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This listing is sourced directly from Bandwidth's careers page and normalized into a canonical job model.