bluecatnetworks - Customer Success Manager
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. Exposure to networking, DNS, DHCP, IPAM, or infrastructure is an asset. • Comfort serving many customers at once and prioritizing by signal rather than by relationship history. • Excellent written communication. A significant share of pooled engagement happens asynchronously, and your writing carries the relationship. • 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. • This position offers a base salary range of $87,000 - $110,000 USD per year plus participation in a discretionary bonus plan. Final compensation will be based on skills, experience, and qualifications. The role is for an existing vacancy. • As a Customer Success Manager, you serve a shared portfolio of customers alongside your teammates rather than owning a named list of your own. Any customer in the pool may be yours on any given day, and your job is to make that experience feel seamless to them. • This is a different craft from named account management. You work from a prioritized queue driven by health signals, product usage, support activity, and renewal proximity. You load context quickly, diagnose accurately, deliver value in a compressed number of touchpoints, and leave the account better documented than you found it so the next teammate can pick up exactly where you left off. • You are equally comfortable walking a network operations lead through a product capability and explaining business impact to a director. You thrive on variety and volume, and you take pride in doing high-quality work at pace. • If you share our enthusiasm for the future of our company and are eager to contribute to our vibrant workplace, we look forward to receiving your application! • This position is eligible for a comprehensive benefits package, including medical, dental, and vision insurance; tax advantaged accounts (HSA, FSA); annual Lifestyle Spending Account (LSA); a 401(k) with company matching; paid parental leave; vacation, personal, and wellness days; an annual learning and development budget. Eligible employees may also participate in the company's annual bonus program.
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. • Product & Technical Enablement • 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. • Value Realization at Scale • 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. • Retention, Risk & Renewal Readiness • 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. • Operational Excellence • 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.
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