Global Customer Success Architect

Bandwidth; Greater London; Hybrid; GBP 60,000 - 90,000; Full time

Benefits offered by this job

Work laptop + internet allowance

Company pension (8%)

Income protection plan

Life insurance

Health insurance

Employee Assistance Programme (24/7)

Job summary

Bandwidth is hiring a Global Customer Success Manager in the United Kingdom to oversee the customer journey from initial engagement to ongoing support. You will act as the primary liaison within the Customer Operations team, advocating for customers and fostering collaboration across internal groups to drive loyalty and satisfaction.

You will coordinate regular check-ins, handle escalations, and maintain familiarity with Bandwidth’s tools and portals to support customers effectively.

Qualifications

• BA Degree
• 1–2 years experience in customer management
• Familiarity in the tech industry (networking/telecommunications), project management, customer management
• Experience in handling challenging relationships, problem solving, technical project management, API and basic software development
• Project tracking software (i.e. Jira), CRM tools (i.e. Salesforce), Microsoft Excel, PowerPoint, Customer Ticketing Platforms (i.e. Zendesk)

Responsibilities

• Act as a customer advocate, identifying opportunities for product and operational improvements that benefit both the customer and Bandwidth.
• Communicate customer expectations and deadlines effectively by serving as the main point of contact between customers and internal teams.
• Organize and lead routine customer meetings, such as regular check-ins and wellness plan discussions, to ensure ongoing engagement.
• Share relevant updates and information clearly with internal leadership, ensuring transparency and alignment.
• Address customer issues/tickets and escalation when necessary to ensure timely resolution and customer satisfaction.
• Maintain a general familiarity with internal technical tools and customer portals.
• Maintain a working knowledge of internal tools and customer portals, using these to support customer needs efficiently.

Skills

Customer management

Project management

API basics

Software development basics

Education

BA Degree

Tools

Jira

Salesforce

Zendesk

Microsoft Excel

PowerPoint

Job description

Bandwidth is hiring a Global Customer Success Manager in the United Kingdom to oversee the customer journey from initial engagement to ongoing support. You will act as the primary liaison within the Customer Operations team, advocating for customers and fostering collaboration across internal groups to drive loyalty and satisfaction.

You will coordinate regular check-ins, handle escalations, and maintain familiarity with Bandwidth’s tools and portals to support customers effectively.