Customer Success Manager

BlueCat is hiring a Customer Success Manager to support a shared portfolio of customers, using a prioritized queue to deliver proactive engagement and resolve customer needs. The role focuses on product enablement, customer value realization, renewal readiness, retention risk, and maintaining accurate account documentation.

Responsibilities:

• Serve customers across a shared portfolio, working from a prioritized queue rather than a fixed account list
• Deliver proactive lifecycle touchpoints, including onboarding confirmation, adoption checkpoints, and structured pre-renewal reviews
• Respond to inbound customer needs within team coverage standards and see them through to resolution
• Build credibility quickly with new stakeholders, often without the benefit of an established relationship
• Be the voice of the customer internally, using the breadth of the pool to spot patterns a single account view would miss
• Guide customers on best practices, implementation planning, and usage optimization
• Deliver product demonstrations to drive adoption and unlock new use cases
• Collaborate with Support and Product teams to troubleshoot and resolve issues
• Translate technical capability into business outcomes the customer cares about
• Execute standardized success plays consistently and well, adapting the message rather than rebuilding the motion
• Confirm that every customer you touch has clear, documented outcomes they are working toward
• Connect product adoption to tangible business results in every customer conversation
• Contribute improvements to the plays themselves based on what you see working in the field
• Detect churn risk early through health signals, usage decline, support friction, and stakeholder change
• Run structured pre-renewal reviews and prepare a clear readiness picture for each upcoming renewal
• Hand off renewals to the Renewals CSM with complete context, including value delivered, open risks, stakeholder map, and expansion signals
• Identify cross-sell and up-sell opportunities and route them to Sales with the supporting evidence
• Maintain rigorous documentation so account context lives in the system rather than in individual memory. This is the foundation of the pooled model
• Keep data accurate and current in internal systems, including Totango and Salesforce
• Manage many concurrent customer conversations without letting commitments slip
• Contribute to team KPIs, including coverage, response time, adoption, health score, and retention

Requirements:

• 2 to 4 years of experience in Customer Success, Account Management, Technical Support, or a similar customer-facing role in B2B SaaS
• A balance of technical aptitude and business acumen. You can speak both languages
• Comfort serving many customers at once and prioritizing by signal rather than by relationship history
• Excellent written communication
• Strong documentation habits and genuine discipline about leaving a clean trail for teammates
• Experience delivering demos and running structured customer conversations
• Familiarity with CS and CRM tooling, such as Totango or Salesforce
• A proactive mindset: driven, accountable, coachable, and naturally customer-obsessed
• Exposure to networking, DNS, DHCP, IPAM, or infrastructure is an asset