Customer Success Manager

1 day ago
Full-time
Mid Level
Customer and Technical Support
BlueCat

BlueCat

BlueCat Networks provides Adaptive DNS solutions for network simplification and security, enabling businesses to thrive in a complex, hybrid cloud environment.

Internet Software & Services
201-500
Founded 2001
$28M raised

Description

  • Manage customer engagement across a shared portfolio using a prioritized queue based on health signals, product usage, support activity, and renewal timing.
  • Deliver proactive lifecycle touchpoints, including onboarding confirmation, adoption checkpoints, and pre-renewal reviews.
  • Guide customers on implementation planning, best practices, product capabilities, and usage optimization.
  • Deliver product demonstrations and translate technical capabilities into relevant business outcomes.
  • Respond to inbound customer needs and coordinate with Support and Product teams to resolve issues.
  • Identify churn risks through health, usage, support, and stakeholder signals; prepare complete renewal-readiness handoffs.
  • Identify cross-sell and upsell opportunities and route supporting evidence to Sales.
  • Maintain accurate customer context, outcomes, risks, and stakeholder information in Totango and Salesforce.
  • Manage concurrent customer conversations while meeting coverage, response-time, adoption, health-score, and retention KPIs.
  • Share customer insights and improve standardized success plays based on field feedback.

Requirements

  • 2–4 years of experience in Customer Success, Account Management, Technical Support, or a similar B2B SaaS customer-facing role.
  • Technical aptitude and business acumen, with the ability to discuss product capabilities and business impact.
  • Experience managing multiple customers simultaneously and prioritizing work based on customer signals.
  • Excellent written communication skills for asynchronous customer engagement.
  • Strong documentation discipline and ability to maintain clear account records for team handoffs.
  • Experience delivering product demonstrations and leading structured customer conversations.
  • Familiarity with customer success and CRM tools such as Totango and Salesforce.
  • Proactive, accountable, coachable, and customer-focused approach.
  • Exposure to networking, DNS, DHCP, IPAM, or infrastructure technologies is preferred.

Benefits

  • Professional development budget.
  • Dedicated Wellness Days and Wellness Week.
  • Lifestyle Spending Account.
  • Employee Recognition Program.
  • Comprehensive health, financial well-being, and wellness benefits.

Interested in this position?

Apply directly on the company website

Apply Now

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