Global Customer Success Manager
Job description
About the role
Bandwidth is seeking a Global Customer Success Manager to join their team in Iași, Romania. This role focuses on building and maintaining strong relationships with customers across multiple regions, ensuring long-term satisfaction and retention. The manager will serve as a trusted advisor, guiding customers through the full lifecycle of their engagement with Bandwidth's platform. You will work closely with cross-functional teams to understand customer needs and drive meaningful outcomes that support both client goals and company growth. In this position, you will play a central role in ensuring customers derive maximum value from Bandwidth's communication solutions while contributing to the overall strategy for customer retention and expansion.
Key facts
What you'll do
Manage a portfolio of global accounts, ensuring each customer achieves their desired outcomes using Bandwidth's communication platform.
Develop strategic account plans that align customer business objectives with the capabilities of Bandwidth's products and services.
Serve as the primary point of contact for assigned customers, addressing concerns and escalating issues to internal teams when needed.
Conduct regular business reviews with customers to track progress, measure satisfaction, and identify opportunities for expanded usage.
Collaborate with sales teams to support renewal processes and identify upsell or cross-sell opportunities within existing accounts.
Gather and synthesize customer feedback to inform product improvements and communicate insights to relevant internal stakeholders.
Monitor customer health metrics and usage patterns to proactively identify accounts at risk of churn or dissatisfaction.
Coordinate onboarding and training sessions for new customers to ensure smooth adoption of Bandwidth's platform and tools.
Build strong relationships with key decision-makers and technical contacts at each customer organization.
Work with the support team to resolve complex customer issues and ensure timely, satisfactory resolutions.
Identify trends in customer behavior and usage to recommend new features, configurations, or services that add value.
Partner with product and engineering teams to communicate customer needs and contribute to the roadmap of future developments.
Requirements
Proven experience in customer success, account management, or a related client-facing role within a SaaS or technology company.
Strong understanding of communication platforms, APIs, or cloud-based services and how they support business operations.
Excellent written and verbal communication skills with the ability to present clearly to both technical and executive audiences.
Demonstrated ability to manage multiple accounts simultaneously and prioritize tasks in a fast-paced environment.
Comfortable working across time zones and collaborating with culturally diverse teams and customers.
Bachelor's degree or equivalent practical experience in business, communications, or a related field.
Track record of building and maintaining long-term client relationships that result in retention and growth.
Ability to analyze data and usage trends to derive actionable insights for customer strategy.
Strong organizational skills with the ability to manage detailed documentation, account plans, and reporting on a regular basis.
Experience working in a fast-paced SaaS environment with a focus on customer retention and satisfaction metrics.
Nice to have
Experience working with global or enterprise-level customers across different industries and regions.
Familiarity with CRM platforms such as Salesforce or HubSpot for tracking account activities and customer interactions.
Previous exposure to technical support or solutions engineering, providing a strong foundation for understanding product capabilities.
Knowledge of Romanian or another Eastern European language in addition to English.
Understanding of the telecommunications or cloud communications industry and its key trends and competitive landscape.
Skills & tools
Proficiency in customer relationship management software and account planning tools.
Strong analytical skills with experience interpreting usage data, retention metrics, and customer satisfaction scores.
Familiarity with communication APIs, cloud telephony, or related technology stacks.
Ability to create and deliver presentations, reports, and business reviews for diverse audiences.
Experience with project management methodologies and tools for coordinating cross-functional initiatives.
Comfort with remote collaboration platforms and virtual meeting tools for global team coordination.
Familiarity with data visualization tools and dashboards for presenting customer insights and performance reports.
Practical notes
This role is based in Iași, Romania, and requires on-site presence at the Bandwidth office.
The position involves interaction with customers and teams across multiple time zones, requiring flexibility in scheduling.
Candidates should be prepared to travel occasionally for customer meetings, conferences, or internal events as needed.
The hiring process may include multiple interview rounds with hiring managers, team leads, and cross-functional partners.
Bandwidth values a collaborative work culture and expects candidates to thrive in a team-oriented, customer-first environment.
About the company
Company work involves data transfer rates and frequency measures. Daily tasks connect to bit flow concepts across network channels. Understanding spectral width supports system monitoring. Team members track throughput levels during operations. Range width calculations guide internal protocols. Communication paths rely on these measurements for stability. Ongoing projects assess performance metrics tied to transfer capacity. Focus remains on maintaining efficient information flow. Clients expect consistent service from skilled staff. Knowledge of frequency ranges supports technical goals.