Customer Success Manager

🕒 October 6

🇺🇸 United States – Remote

💵 $125k - $155k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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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

• Lead, coach, and develop a team of 4 to 7 pooled Customer Success Managers supporting a shared customer portfolio • Manage workload distribution, queue coverage, and team capacity • Conduct portfolio reviews, renewal and risk reviews, and performance check-ins • Coach CSMs on rapid discovery, efficient customer conversations, and delivering value in fewer interactions • Hire, onboard, and develop CSM talent • Operationalize the Customer Value Framework through standardized plays • Ensure lifecycle coverage, onboarding confirmation, adoption checkpoints, and pre-renewal reviews across the portfolio • Establish value milestones and outcome criteria • Monitor portfolio health signals and direct effort toward accounts requiring intervention • Own retention performance, renewal readiness, and early risk detection • Partner with Renewals and Sales leadership on renewal strategy and expansion routing • Define and enforce coverage standards, response expectations, escalation paths, and handoff protocols • Maintain accurate CRM and CS tooling records for account health, engagement history, and renewal status • Use coverage, response-time, adoption, health-score, renewal-rate, and expansion ARR metrics to drive performance • Identify automation and process improvements to increase capacity • Partner with Support, Product, Professional Services, Renewals, and Sales to improve the customer journey • Surface systemic risks, adoption blockers, and product feedback trends to senior leadership • Contribute to strategic planning for the broader Customer Success organization

🎯 Requirements

• 5+ years of experience in B2B SaaS • 3+ years in Customer Success or account management • 2+ years managing or leading CSM teams • Experience operating a pooled, shared, or scaled coverage model, or a demonstrated ability to build one • Strong understanding of renewal strategy, retention management, and risk identification at volume • Proven ability to design and improve repeatable plays, playbooks, and operating standards • Comfort managing through systems and data rather than through individual account relationships • Strong analytical mindset, with the ability to translate portfolio signals into prioritized team action • Leadership style grounded in transparency, ownership, and high standards

🏖️ 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