BlueCat
BlueCat
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.

Customer Success Manager, BlueCat

Manage a shared portfolio of BlueCat’s B2B SaaS customers, helping them adopt the platform, realize value, and prepare for renewals. Coordinate with Support, Product, and Sales to address customer needs, spot risks, and identify growth opportunities.

Description

  • Support customers across a shared portfolio using a prioritized queue.
  • Confirm onboarding, run adoption checkpoints, and lead structured pre-renewal reviews.
  • Respond to inbound customer requests and follow through to resolution.
  • Build trust with new customer stakeholders.
  • Spot customer trends and represent customer needs internally.
  • Advise customers on best practices, implementation plans, and product usage.
  • Demonstrate the product to encourage adoption and uncover new use cases.
  • Work with Support and Product to investigate and resolve customer issues.
  • Connect technical capabilities to customer business outcomes.
  • Deliver and refine consistent customer success programs.
  • Record customer outcomes and relevant account context.
  • Identify churn risks from customer health, usage, support, and stakeholder signals.
  • Prepare renewal readiness details and provide complete context when handing off renewals.
  • Identify cross-sell and upsell opportunities and refer them to Sales.
  • Keep Totango and Salesforce records accurate.
  • Manage multiple customer conversations while contributing to coverage, response time, adoption, health score, and retention KPIs.

Requirements

  • Bring 2–4 years of experience in Customer Success, Account Management, Technical Support, or a similar customer-facing role in B2B SaaS.
  • Combine technical aptitude with business understanding.
  • Experience with networking, DNS, DHCP, IPAM, or infrastructure is an asset.
  • Comfortably support many customers at once and prioritize based on signals rather than relationship history.
  • Communicate clearly in writing.
  • Maintain strong documentation practices.
  • Have experience giving product demonstrations and leading structured customer conversations.
  • Be familiar with customer success and CRM tools such as Totango or Salesforce.
  • Bring a proactive, driven, accountable, coachable, and customer-focused approach.

Benefits

  • Professional development budget
  • Dedicated wellness days and a wellness week
  • Lifestyle spending account
  • Employee recognition program
  • Discretionary bonus plan
  • Exceptional work environment
  • Enriching employee programs

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