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Manager, Customer Success Management

16 hours, 30 minutes ago
United States
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 across the shared customer portfolio.
  • Build and continuously improve standardized customer-success plays, lifecycle coverage, and value milestones.
  • Conduct portfolio, renewal, risk, and performance reviews to prioritize customer interventions.
  • Own retention performance, renewal readiness, and early risk detection for the pooled portfolio.
  • Partner with Sales and Renewals on renewal strategy, expansion routing, and clean handoffs of growth opportunities.
  • Define and enforce coverage standards, response expectations, escalation paths, and handoff protocols.
  • Maintain accurate account health, engagement history, and renewal status in CRM and customer-success tools.
  • Use portfolio metrics including response time, adoption, health scores, renewal rates, and expansion ARR to improve performance.
  • Partner with Support, Product, Professional Services, Renewals, and Sales to improve the customer journey and surface systemic feedback.

Requirements

  • 5+ years of experience in B2B SaaS.
  • 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 the demonstrated ability to build one.
  • Strong understanding 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 and data rather than individual account relationships.
  • Strong analytical ability to translate portfolio signals into prioritized team actions.
  • Leadership style grounded in transparency, ownership, and high standards.

Benefits

  • Salary range of $125,000–$155,000 USD per year.
  • Participation in a discretionary annual bonus plan.
  • 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, and wellness days.
  • Annual learning and development budget.

Interested in this position?

Apply directly on the company website

Apply Now

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