Manager of Global Customer Success

• The Global Service Delivery team is dedicated to providing a world-class end-to-end customer experience across Bandwidth’s products and services
• As the Manager of the Global Service Delivery team, you will transform the team from a reactive support function into a proactive, consultative partner that anticipates customer needs and drives adoption and value realization
• You will work cross-functionally with Sales, Product, and Operations to influence account strategy, advocate for customer interests, and support Bandwidth’s broader evolution from a telecommunications company to a leading software platform provider
• As a key leader, the Manager also plays a critical role in developing talent, scaling processes, and advocating for customer needs at a departmental level
• Lead, coach, and mentor a team of Service Delivery Managers to deliver world-class service, customer satisfaction, and measurable business outcomes. Foster a culture of accountability, professional development, and proactive engagement
• Evolve the Service Delivery approach from reactive problem-solving to proactive, consultative customer partnership—empowering the team to anticipate customer challenges and identify opportunities to accelerate success
• Conduct regular coaching sessions and performance reviews, fostering a culture of professional development, accountability, and operational excellence
• Partner cross-functionally with Sales, Product, and Operations to align on customer account strategies, promote seamless coordination, and drive adoption of Bandwidth’s platform and services
• Monitor team performance through KPIs and metrics, identifying trends and developing action plans to improve efficiency, customer satisfaction, and retention
• Act as an escalation point for complex or high-visibility customer issues, ensuring timely resolution and appropriate internal visibility
• Standardize and optimize processes across the Service Delivery team through playbooks, best practices, and operational frameworks to promote efficiency and scalability
• Use customer feedback and team insight to identify product improvements, process refinements, and strategic opportunities for innovation across Customer Success
• Contribute to the team’s transformation initiatives, championing Bandwidth’s shift from a traditional telecom service model to a proactive, software-driven customer engagement experience
• Participate in strategic customer business reviews and key account discussions to represent the Service Delivery team, providing insights on operational performance, service improvements, and opportunities to enhance customer outcomes
• May be required to participate in or oversee after-hours response during major customer-impacting events
• Occasional domestic and (potentially) international travel required for customer or team engagements

Benefits

• Free gym membership
• 90-minute workout lunches
• PTO embargo
• Go & do day
• 2 days off to celebrate life’s most important moments
• Employee development programs & courses

BA Degree requiredExcellent communication and executive presentation abilitiesin managing complex and challenging relationships, technical project management, API and basic software development, Project Tracking Software (Jira), CRM (Salesforce), Microsoft Excel, PowerPoint, Customer Ticketing Platforms (Zendesk, Intercom)Strong project management and problem-solving skills5+ years of experience in customer-facing account management, service delivery, or program management rolesStrong understanding of program management, VoIP, routing, Local Number Portability (LNP), and enterprise account managementKnowledge of operational frameworks, performance metrics, and customer success methodologies2+ years of experience managing or leading a customer-facing teamProven ability to influence C-Level stakeholders and manage strategic accounts with significant revenue impactDemonstrated leadership skills, including coaching, mentoring, and team developmentThe candidate would demonstrate a strong history of customer management and support within numerous global locationsThe ideal candidate will demonstrate an understanding of VoIP technology and terminologyFamiliarity with scaling service delivery in a global organization5+ years of strongly demonstrated customer support, ideally with wholesale/enterprise accounts, and specifically in TelecommunicationsPost-graduate qualificationKnowledge of VoIP, SaaS and UCaaS preferred