Manager, Customer Success Management

18 hours, 36 minutes ago
Full-time
Lead
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
251-1K
Founded 2001
$28M raised

Description

  • Lead, coach, hire, and develop a team of 4–7 pooled Customer Success Managers.
  • Manage workload distribution, queue coverage, capacity, and portfolio prioritization.
  • Establish standardized lifecycle coverage, including onboarding confirmation, adoption checkpoints, and pre-renewal reviews.
  • Own retention performance, renewal readiness, and early risk detection across the pooled portfolio.
  • Partner with Renewals and Sales on renewal strategy, expansion routing, and handoffs.
  • Define operating standards for response times, escalations, documentation, and customer coverage.
  • Maintain accurate CRM and Customer Success tooling data, including health, engagement, and renewal status.
  • Use metrics such as coverage rate, response time, adoption, health scores, renewal rates, and expansion ARR to guide performance.
  • Identify automation and process improvements that increase team capacity.
  • Collaborate with Support, Product, Professional Services, Renewals, and Sales to improve the customer journey.

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 teams.
  • Experience operating or building a pooled, shared, or scaled customer coverage model.
  • Strong understanding of renewal strategy, retention management, and high-volume risk identification.
  • Demonstrated 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 skills and ability to translate portfolio signals into prioritized action.
  • Leadership style grounded in transparency, ownership, accountability, and high standards.

Benefits

  • Salary range of $125,000–$155,000 USD per year.
  • Discretionary bonus plan and eligibility for the annual bonus program.
  • Medical, dental, and vision insurance.
  • HSA and FSA tax-advantaged accounts.
  • 401(k) with company matching.
  • Paid parental leave, vacation, personal, and wellness days.
  • Annual Lifestyle Spending Account and learning and development budget.

Interested in this position?

Apply directly on the company website

Apply Now

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