Manager, Global Customer Success

Who We Are: At Bandwidth , we shape how the world connects. We're the global communications software company and Tier 1 network operator with global reach. The voice, messaging, and emergency services infrastructure behind the brands and apps you use every day. Because we own the network we build on, the problems you'll solve here are bigger, more complex, and more impactful. And as communications shifts to AI, we're the infrastructure layer making it possible. We call ourselves BANDmates because building something this big takes collaboration, different perspectives, and the freedom to bring your authentic self to the table. We're experts who speak like humans. Ready to build what's next? #JoinTheBand What We Are Looking For: The Global Service Delivery team is dedicated to providing a world-class end-to-end customer experience across Bandwidth’s products and services. As the Manager of the Global Service Delivery team , you will transform the team from a reactive support function into a proactive, consultative partner that anticipates customer needs and drives adoption and value realization. You will work cross-functionally with Sales, Product, and Operations to influence account strategy, advocate for customer interests, and support Bandwidth’s broader evolution from a telecommunications company to a leading software platform provider. As a key leader, the Manager also plays a critical role in developing talent, scaling processes, and advocating for customer needs at a departmental level. 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. Foster 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 success. Conduct regular coaching sessions and performance reviews, fostering a culture of professional development, accountability, and operational excellence. 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 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. Standardize and optimize processes across the Service Delivery team through playbooks, best practices, and operational frameworks to promote efficiency and scalability. Use customer feedback and team insight 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, providing insights on operational performance, service improvements, and opportunities to enhance customer outcomes. May be required to participate in or oversee after-hours response during major customer-impacting events. Occasional domestic and (potentially) international travel required for customer or team engagements What You Need: Education: BA Degree required Experience: 5+ years of experience in customer-facing account management, service delivery, or program management roles. 2+ years of experience managing or leading a customer-facing team. Proven ability to influence C-Level stakeholders and manage strategic accounts with significant revenue impact. Knowledge: Strong understanding of program management, VoIP,…