Customer Success Manager, BlueCat
$87-110k
+ Bonus
Intelligent network operations
Be an early applicant
Intelligent network operations
501-1000 employees
Be an early applicant
$87-110k
+ Bonus
501-1000 employees
Company mission
To help network teams accelerate businesses.
Role
Who you are
- 2 to 4 years of experience in Customer Success, Account Management, Technical Support, or a similar customer-facing role in B2B SaaS
- A balance of technical aptitude and business acumen. You can speak both languages. Exposure to networking, DNS, DHCP, IPAM, or infrastructure is an asset
- Comfort serving many customers at once and prioritizing by signal rather than by relationship history
- Excellent written communication. A significant share of pooled engagement happens asynchronously, and your writing carries the relationship
- Strong documentation habits and genuine discipline about leaving a clean trail for teammates
- Experience delivering demos and running structured customer conversations
- Familiarity with CS and CRM tooling, such as Totango or Salesforce
- A proactive mindset: driven, accountable, coachable, and naturally customer-obsessed
What the job involves
- As a Customer Success Manager, you serve a shared portfolio of customers alongside your teammates rather than owning a named list of your own. Any customer in the pool may be yours on any given day, and your job is to make that experience feel seamless to them
- This is a different craft from named account management. You work from a prioritized queue driven by health signals, product usage, support activity, and renewal proximity. You load context quickly, diagnose accurately, deliver value in a compressed number of touchpoints, and leave the account better documented than you found it so the next teammate can pick up exactly where you left off
- You are equally comfortable walking a network operations lead through a product capability and explaining business impact to a director. You thrive on variety and volume, and you take pride in doing high-quality work at pace
- Serve customers across a shared portfolio, working from a prioritized queue rather than a fixed account list
- Deliver proactive lifecycle touchpoints, including onboarding confirmation, adoption checkpoints, and structured pre-renewal reviews
- Respond to inbound customer needs within team coverage standards and see them through to resolution
- Build credibility quickly with new stakeholders, often without the benefit of an established relationship
- Be the voice of the customer internally, using the breadth of the pool to spot patterns a single account view would miss
- Guide customers on best practices, implementation planning, and usage optimization
- Deliver product demonstrations to drive adoption and unlock new use cases
- Collaborate with Support and Product teams to troubleshoot and resolve issues
- Translate technical capability into business outcomes the customer cares about
- Execute standardized success plays consistently and well, adapting the message rather than rebuilding the motion
- Confirm that every customer you touch has clear, documented outcomes they are working toward
- Connect product adoption to tangible business results in every customer conversation
- Contribute improvements to the plays themselves based on what you see working in the field
- Detect churn risk early through health signals, usage decline, support friction, and stakeholder change
- Run structured pre-renewal reviews and prepare a clear readiness picture for each upcoming renewal
- Hand off renewals to the Renewals CSM with complete context, including value delivered, open risks, stakeholder map, and expansion signals
- Identify cross-sell and up-sell opportunities and route them to Sales with the supporting evidence
- Maintain rigorous documentation so account context lives in the system rather than in individual memory. This is the foundation of the pooled model
- Keep data accurate and current in internal systems, including Totango and Salesforce
- Manage many concurrent customer conversations without letting commitments slip
- Contribute to team KPIs, including coverage, response time, adoption, health score, and retention
Our take
DNS (Domain Name System) is the backbone of internet navigation, translating domain names into IP addresses to connect users with websites. However, many enterprises still rely on outdated DNS systems, which can severely hinder IT operations. BlueCat addresses these issues by providing advanced DDI (DNS, DHCP, and IP Address Management) solutions, offering businesses a faster, more efficient way to manage their network infrastructure.
BlueCat's solutions accelerate the adoption of cloud computing and automation, making it highly attractive to large-scale enterprises looking to streamline IT operations and reduce costs. By simplifying complex network management, BlueCat helps companies enhance efficiency and adapt to modern technological needs.
The company is making significant strides, with the recent announcement of new capabilities to help organizations modernize their network infrastructure. Alongside this, it also appointed a new Chief Product and Chief Technology Officer and partnered with Grupo Dice to transform DDI management across Mexico and Latin America These exciting developments signal a bright future for BlueCat as it continues to lead the way in network modernization.
Freddie
Company Specialist at Welcome to the Jungle
Insights
6% employee growth in 12 months
Company
Funding (2 rounds)
Jul 2011
$16.8m
SERIES B
Oct 2009
$11m
SERIES A
Total funding: $27.8m
Company HQ
Nortown, Toronto, ON
Leadership
Stephen Devito
(CEO)Stephen joined BlueCat in 2018, initially serving as the company's CFO before becoming CEO in 2020. Previously, he served as the CFO at Q4 and as an Executive VP & CFO at Marketwired.
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