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BlueCat
BlueCat
201 – 500 Employees
EnterpriseSecurityTelecommunications
BlueCat develops network modernization and management solutions for enterprise organizations, with a focus on DNS, DHCP, and IP Address Management (DDI). Its SaaS offerings bring together network automation, multicloud management, observability, and threat protection to help enterprise IT teams operate complex infrastructure more efficiently. BlueCat’s platform is designed to support secure, compliant, and resilient network environments as organizations adopt cloud services and distributed work models.
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Customer Success Management Manager (Remote, Canada)

Lead BlueCat’s pooled Customer Success teams and shape a scalable approach to customer value. Drive retention, renewals, and expansion across a shared portfolio.

CACanada
$125,000 – $155,000 / year
RemoteFull-timeMiddleSeniorEnglish RequiredCustomer SuccessCustomer Success Manager

Description

  • Guide and develop 4 to 7 Customer Success Managers serving a shared customer portfolio.
  • Balance workloads, queue coverage, and team capacity.
  • Review portfolio health, renewals, risks, and team performance.
  • Help CSMs uncover customer needs quickly, run focused conversations, and deliver value efficiently.
  • Recruit, onboard, and grow Customer Success talent.
  • Put the Customer Value Framework into practice through consistent plays.
  • Coordinate lifecycle coverage, onboarding confirmation, adoption reviews, and pre-renewal checks.
  • Set portfolio-wide value milestones and outcome measures.
  • Track portfolio health and focus team effort on priority accounts.
  • Lead retention results, renewal preparedness, and early risk identification.
  • Work with Renewals and Sales leaders on renewal plans and expansion referrals.
  • Set team routines, coverage rules, response targets, escalation routes, and handoff procedures.
  • Keep records complete and customer success and CRM systems accurate.
  • Use coverage, response, adoption, health score, renewal, and expansion ARR measures to improve results.
  • Find automation and process changes that increase team capacity.
  • Coordinate with Support, Product, Professional Services, Renewals, and Sales to improve the customer experience.
  • Bring recurring risks, adoption barriers, and product feedback patterns to senior leaders.
  • Help plan the wider Customer Success organization’s strategy.

Requirements

  • At least five years of experience in B2B SaaS.
  • At least three years in Customer Success or account management.
  • At least two years managing or leading Customer Success teams.
  • Experience with pooled, shared, or scaled customer coverage, or the ability to build such a model.
  • Strong knowledge of renewal strategy, retention management, and identifying risk across large portfolios.
  • Demonstrated ability to create and improve repeatable plays, playbooks, and operating standards.
  • Ability to manage through systems and data rather than individual customer relationships.
  • Strong analytical skills and the ability to turn portfolio signals into focused team priorities.
  • A leadership approach based on transparency, accountability, and high standards.

Benefits

  • Medical, dental, and vision coverage.
  • Tax-advantaged Health Savings and Flexible Spending Accounts.
  • Annual Lifestyle Spending Account.
  • 401(k) plan with company matching.
  • Paid parental leave.
  • Vacation, personal, and wellness days.
  • Annual learning and development budget.
  • Eligibility for the company’s annual bonus program.
  • Equal opportunity, inclusion, and diversity commitments.

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