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Manager, Customer Success Management

1 day ago
Canada
Full-time
Lead
Customer Success Manager
Customer and Technical Support
CRM
Apply Now
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
View All Jobs 12

Description

  • Lead, coach, hire, onboard, and develop a team of 4–7 pooled Customer Success Managers.
  • Manage workload distribution, queue coverage, and team capacity to ensure all customer segments receive support.
  • Build and continuously improve scalable customer-coverage systems, standardized plays, and operating rhythms.
  • Ensure lifecycle coverage includes onboarding confirmation, adoption checkpoints, value milestones, and pre-renewal reviews.
  • Monitor portfolio health signals and prioritize interventions that improve customer outcomes and retention.
  • Own pooled-portfolio retention performance, renewal readiness, and early risk detection.
  • Partner with Sales and Renewals on renewal strategy, expansion routing, and clean handoffs of growth opportunities.
  • Maintain documentation, CRM, and customer-success tooling with accurate account health, engagement, and renewal data.
  • Use coverage, response time, adoption, health, renewal, and expansion metrics to manage team performance.
  • Collaborate with Support, Product, Professional Services, Renewals, and Sales to improve the pooled customer journey and surface systemic feedback.

Requirements

  • 5+ years of B2B SaaS experience.
  • 3+ years of experience in Customer Success or account management.
  • 2+ years of experience managing or leading Customer Success Manager teams.
  • Experience operating a pooled, shared, or scaled customer-coverage model, or demonstrated ability to build one.
  • Strong knowledge of renewal strategy, retention management, and risk identification at scale.
  • Proven ability to design and improve repeatable plays, playbooks, and operating standards.
  • Ability to manage through systems, processes, and data rather than individual account relationships.
  • Strong analytical ability to translate portfolio signals into prioritized team actions.
  • Leadership approach grounded in transparency, ownership, and high standards.

Benefits

  • Salary of $115,000–$140,000 CAD per year, based on skills, experience, and qualifications.
  • Participation in a discretionary annual bonus plan.
  • Medical, dental, and vision insurance.
  • Tax-advantaged HSA and FSA 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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