Customer Success Manager

🕒 4 days ago

🇺🇸 United States – Remote

💵 $87k - $110k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

🏆 Customer Success

🚫👨‍🎓 No degree required

👻 Ghost score 0%

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BlueCat

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2001

🏢 Enterprise

📡 Telecommunications

🔐 Security

💰 Secondary Market on 2022-06

Enterprise • Telecommunications • Security

BlueCat is a company that specializes in network modernization and management solutions, focusing on DNS, DHCP, and IP Address Management (DDI). It provides unified and discrete SaaS solutions to optimize and secure enterprise networks, helping with network automation, multicloud management, and threat protection. BlueCat's products are tailored for large enterprises and include features for network observability, health, and automation. The company also emphasizes security, compliance, and performance across its network infrastructure services, and it continuously adapts its offerings to support changing network requirements, such as cloud adoption and remote work trends.

📋 Description

• Serve customers across a shared portfolio from a prioritized queue • Deliver proactive lifecycle touchpoints, including onboarding confirmation, adoption checkpoints, and pre-renewal reviews • Respond to inbound customer needs through resolution • Build credibility with new stakeholders • Represent the customer internally and identify portfolio-wide patterns • Guide customers on best practices, implementation planning, and usage optimization • Deliver product demonstrations to drive adoption and unlock use cases • Collaborate with Support and Product teams to troubleshoot and resolve issues • Translate technical capabilities into customer business outcomes • Execute standardized success plays and contribute improvements • Document customer outcomes and connect product adoption to business results • Detect churn risk and prepare renewal readiness assessments • Hand off renewals with value, risks, stakeholder, and expansion context • Identify cross-sell and up-sell opportunities and route them to Sales • Maintain rigorous account documentation and accurate data in Totango and Salesforce • Manage concurrent customer conversations • Contribute to 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 • Balance of technical aptitude and business acumen • Exposure to networking, DNS, DHCP, IPAM, or infrastructure is an asset • Comfort serving many customers at once and prioritizing by signal rather than relationship history • Excellent written communication • Strong documentation habits • Experience delivering demos and running structured customer conversations • Familiarity with CS and CRM tooling, such as Totango or Salesforce • Proactive, driven, accountable, coachable, and customer-obsessed

🏖️ Benefits

• Medical, dental, and vision insurance • Tax advantaged accounts (HSA, FSA) • Annual Lifestyle Spending Account (LSA) • 401(k) with company matching • Paid parental leave • Vacation, personal, and wellness days • Annual learning and development budget • Eligibility to participate in the company's annual bonus program • Discretionary bonus plan