Global Customer Success Manager

Bandwidth; Greater London; On-site; GBP 50,000 - 80,000; Full time

Benefits offered by this job

Free gym membership

90-minute workout lunches

PTO embargo

Go & do day

2 days off to celebrate life’s most重要s

Employee development programs &课程

Job summary

Bandwidth is seeking a Global Customer Success Manager to ensure an exceptional customer experience across our products in the UK. You will oversee the full customer journey, from onboarding to renewal, and act as the main liaison within Customer Operations.

You will advocate for customers, drive adoption, manage relationships, and collaborate with Sales, Product, and Support teams to deliver value. Expect 1–2 years of customer-management experience and familiarity with Jira, Salesforce, Excel,

Qualifications

• 1–2 years of experience in customer management.
• Familiarity with Jira, Salesforce, Zendesk, Excel and PowerPoint.
• Experience handling challenging relationships and technical project management.
• Knowledge of APIs and basic software development.

Responsibilities

• Oversee the entire customer journey and be the primary contact in Customer Operations.
• Advocate for customers and nurture operational relationships.
• Facilitate regular check-ins and wellness plan discussions with customers.
• Communicate updates clearly to internal leadership.
• Address issues and tickets and escalate when needed for timely resolution.
• Join after-hours conference bridges during major outages when required.

Skills

Customer management

Project management

Problem solving

Communication skills

API familiarity

Education

BA Degree

Tools

Jira

Salesforce

Microsoft Excel

PowerPoint

Zendesk

Job description

• As a Global Customer Success Manager at Bandwidth, you will play a pivotal role in ensuring an exceptional customer experience with our products and services


• You will oversee the entire customer journey, from initial engagement to ongoing support, serving as the primary point of contact within the Customer Operations department


• Your responsibilities include advocating for our customers, nurturing operational relationships, and fostering collaboration across internal teams to enhance customer satisfaction and drive loyalty to Bandwidth


• 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 elevate 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


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

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

1-2 years experience preferred in the areas of customer managementProject tracking software (i.e. Jira), CRM tools (i.e. Salesforce), Microsoft Excel, PowerPoint, Customer Ticketing Platforms (i.e. Zendesk)Experience in handling challenging relationships, problem solving, technical project management, API and basic software developmentBA DegreeFamiliarity in the tech industry (networking/telecommunications), project management, customer management, etc