Manager, Global Customer Success

About the role

You will lead, coach, and mentor a team of Service Delivery Managers to deliver world-class service, customer satisfaction, and measurable business outcomes while fostering a culture of accountability and professional growth. You will evolve the Service Delivery approach from reactive problem-solving to proactive, consultative customer partnership, empowering the team to anticipate challenges and identify opportunities to accelerate customer success. You will partner cross-functionally with Sales, Product, and Operations to align on strategic account plans, advocate for customer interests, and support Bandwidth's evolution into a leading software platform provider. You will use customer feedback and team insights to identify product improvements, process refinements, and strategic opportunities for innovation. You will standardize and optimize processes through playbooks and operational frameworks to ensure efficiency and scalability. You will act as an escalation point for complex issues, ensuring timely resolution and appropriate internal visibility. You will contribute to transformation initiatives that shift the team from a traditional telecom model to a proactive, software-driven engagement experience.

Key facts

What you'll do

Lead, coach, and mentor a team of Service Delivery Managers to deliver world-class service, customer satisfaction, and measurable business outcomes while fostering 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 adoption and value realization.

Conduct regular coaching sessions and performance reviews to drive professional development, accountability, and operational excellence within the team.

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 data-driven 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 across stakeholders.

Standardize and optimize processes across the Service Delivery team through playbooks, best practices, and operational frameworks to promote scalability and consistency.

Use customer feedback and team insights 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 and provide insights on operational performance and service improvements.

May be required to participate in or oversee after-hours response during major customer-impacting events to ensure continuity and stakeholder confidence.

Occasional domestic and potentially international travel is required for customer or team engagements to maintain strong relationships and alignment.

Requirements

Education: BA Degree required.

Experience: 5+ years of experience in customer-facing account management, service delivery, or program management roles.

Experience: 2+ years of experience managing or leading a customer-facing team.

Knowledge: Strong understanding of program management, networking technology, and customer success principles.

Ability to influence C-Level stakeholders and manage strategic accounts with significant revenue impact.

Proven ability to develop and execute strategies that drive adoption, retention, and expansion within complex enterprise environments.

Demonstrated skill in analyzing operational metrics and translating insights into actionable plans for process improvement.

Capability to lead during critical incidents, balancing technical judgment with clear communication and stakeholder management.

Practical notes

This role operates within a dynamic, global environment where collaboration across time zones and regions is essential. You will work closely with internal teams to ensure that customer commitments are met with precision and reliability. The position requires a balance of strategic thinking and hands-on involvement in day-to-day operations. You will be expected to maintain a high level of professionalism and ownership in all interactions. Travel may involve both planned and short-notice requirements depending on customer needs and business priorities. The successful candidate will thrive in a fast-paced setting and demonstrate adaptability in the face of evolving priorities. Performance in this role will be evaluated based on team outcomes, customer health scores, and cross-functional collaboration.