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, prioritized portfolio based on health signals, usage, support activity, and renewal proximity.
  • Deliver proactive lifecycle touchpoints, including onboarding confirmation, adoption checkpoints, and pre-renewal reviews.
  • Respond to inbound customer needs within coverage standards and drive issues through resolution.
  • Guide customers on implementation planning, best practices, product usage optimization, and new use cases.
  • Deliver product demonstrations and translate technical capabilities into relevant business outcomes.
  • Collaborate with Support and Product teams to troubleshoot and resolve customer issues.
  • Identify churn risks, prepare renewal-readiness assessments, and hand off complete context to Renewals CSMs.
  • Identify cross-sell and upsell opportunities and provide Sales with supporting evidence.
  • Maintain accurate customer documentation and data in Totango, Salesforce, and other internal systems.
  • Contribute to team KPIs and improve standardized customer-success plays based on field insights.

Requirements

  • 2–4 years of experience in Customer Success, Account Management, Technical Support, or a similar B2B SaaS customer-facing role.
  • Technical aptitude combined with business acumen.
  • Ability to manage and prioritize many concurrent customer engagements using data signals.
  • Excellent written communication skills for asynchronous customer engagement.
  • Strong documentation habits and discipline in maintaining clear account context for teammates.
  • Experience delivering product demos and leading structured customer conversations.
  • Familiarity with customer success and CRM tools such as Totango or Salesforce.
  • Proactive, accountable, coachable, and customer-focused mindset.
  • Exposure to networking, DNS, DHCP, IPAM, or infrastructure technologies is preferred.

Benefits

  • Base salary of $87,000–$110,000 USD per year, based on skills, experience, and qualifications.
  • Participation in a discretionary bonus plan and annual bonus program for eligible employees.
  • Medical, dental, and vision insurance.
  • HSA and FSA tax-advantaged accounts.
  • Annual Lifestyle Spending Account.
  • 401(k) with company matching.
  • Paid parental leave, vacation, personal days, and wellness days.
  • Annual learning and development budget.

Interested in this position?

Apply directly on the company website

Apply Now

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