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

<p><strong>Who We Are:</strong></p> <div> <p><strong>Bandwidth</strong>, 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.&nbsp;Bandwidth is trusted for mission-critical communications by the Global 2000, hyperscalers, and SaaS builders!</p> </div> <p>At Bandwidth, your music matters when you are part of the BAND. &nbsp;We celebrate differences and encourage BANDmates to be their authentic selves. &nbsp;#jointheband</p> <p><strong>What We Are Looking For:</strong></p> <p>The <strong>Global Customer Success Manager&nbsp;</strong>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.</p> <p><strong>The hours for this position are 10am-7pm, Monday through Friday.</strong></p> <p><strong>What You'll Do:</strong></p> <ul> <li>Respond to customer inquiries within defined SLAs, delivering high-quality, timely resolution across ticket and phone channels.</li> <li>Deliver clear, professional communication to customers—including inbound support, status updates, resolution summaries, and next steps—ensuring customers are consistently informed and never unclear on progress.</li> <li>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.</li> <li>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.</li> <li>Prioritize customer interactions and open work based on urgency, impact, and de