Strategic Customer Success Manager

The Global Service Delivery team is dedicated to providing a world-class end-to-end customer experience across our products and services.

As a Service Delivery Manager, you will serve as the primary liaison and advocate for strategic accounts, managing them autonomously to ensure operational excellence.

As a key advisor to senior leadership, the Service Delivery Manager collaborates with sales on account strategy and revenue growth, conducts regular service reviews, and works to boost customer satisfaction and service adoption.

Experience: 3+ years experience in customer-facing account management or program management role, with strategic customers.

Familiarity with customers generating significant annual revenue.

Experience: The candidate would demonstrate a strong history of customer management and support.

Build and sustain strong relationships with your portfolio of strategic and high-value customers, acting as a trusted advisor and advocate throughout their journey with Bandwidth.

As the primary contact for these key accounts, you will manage all aspects of the customer relationship, including tailored service solutions and customized support.

Proactively identify and address potential issues before they affect the customer, mitigating churn risk, safeguarding revenue, and ensuring a seamless experience.

Collaborate with internal teams, such as Product and Operations, to address customer challenges, highlighting areas for improvement and assisting in the identification of potential innovations.

Leverage in-depth technical knowledge to share best practices with customers to help them effectively utilize our services while identifying and alerting on potential risks, minimizing downtime and potential revenue loss.

Facilitate root cause analysis and problem-solving initiatives by partnering with Product, Operations, and Development teams to tackle complex customer issues and put preventive measures in place.

Bandwidth

, 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. Bandwidth is trusted for mission-critical communications by the Global 2000, hyperscalers, and SaaS builders!

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