Manager of Customer Success Management, BlueCat
CA$115-140k
Plus participation in a discretionary bonus plan
Intelligent network operations
Be an early applicant
Intelligent network operations
501-1000 employees
Be an early applicant
CA$115-140k
Plus participation in a discretionary bonus plan
501-1000 employees
Company mission
To help network teams accelerate businesses.
Role
Who you are
- 5+ years of experience in B2B SaaS, including:
- 3+ years in Customer Success or account management
- 2+ years managing or leading CSM teams
- Experience operating a pooled, shared, or scaled coverage model, or a demonstrated ability to build one
- Strong understanding of renewal strategy, retention management, and risk identification at volume
- Proven ability to design and improve repeatable plays, playbooks, and operating standards
- Comfort managing through systems and data rather than through individual account relationships
- Strong analytical mindset, with the ability to translate portfolio signals into prioritized team action
- A leadership style grounded in transparency, ownership, and high standards
What the job involves
- As Manager of our Pooled Customer Success team, you will lead a team of 4 to 7 Customer Success Managers who share collective ownership of a large portfolio of customers. Your mandate is to build a high performing team that delivers consistent, measurable value across many accounts without the a named one to one relationship
- This is a different discipline from named account management. Success here comes from designing repeatable plays, prioritizing the right customers at the right moment, maintaining clean account context so any CSM can pick up any customer, and holding the team to response and follow through standards that protect retention at volume
- You are both an operator and a hands on coach. You build the coverage system, you improve it every quarter, and you develop CSMs who can move quickly, diagnose accurately, and create value in a compressed number of touchpoints
- Lead, coach, and develop a team of 4 to 7 pooled CSMs supporting a shared customer portfolio
- Manage workload distribution, queue coverage, and capacity across the team so no customer segment goes unattended
- Conduct regular portfolio reviews, renewal and risk reviews, and performance check ins
- Coach CSMs on rapid discovery, efficient customer conversations, and getting to value in fewer, higher quality interactions
- Build a culture of accountability, collaboration, and continuous improvement
- Hire, onboard, and develop CSM talent suited to a fast moving, high volume environment
- Operationalize our Customer Value Framework through standardized plays rather than bespoke plans
- Ensure every customer in the pool receives defined lifecycle coverage, including onboarding confirmation, adoption checkpoints, and a structured pre renewal review
- Establish clear value milestones and outcome criteria that apply consistently across the portfolio
- Ensure product adoption is connected to tangible business results in every customer facing interaction
- Monitor portfolio health signals and direct team effort toward the accounts where intervention changes the outcome
- Own retention performance for the pooled portfolio, including renewal readiness and early risk detection
- Partner closely with Renewals and Sales leadership on renewal strategy and expansion routing
- Ensure CSMs surface new use cases, new stakeholders, and expansion signals and hand them off cleanly
- Influence retention strategy through data driven insights and repeatable risk mitigation plays
- Define and enforce the operating rhythm for the pool, including coverage standards, response expectations, escalation paths, and handoff protocols
- Ensure documentation discipline so that account context lives in the system, not in individual memory, and any CSM can serve any customer
- Ensure CRM and CS tooling reflect accurate account health, engagement history, and renewal status
- Use metrics such as coverage rate, time to first response, adoption, health scores, renewal rates, and expansion ARR to drive performance conversations
- Identify automation and process improvements that increase capacity without increasing headcount
- Serve as the voice of a large and diverse customer population internally while balancing business priorities
- Partner with Support, Product, Professional Services, Renewals, and Sales to improve the customer journey for customers who do not have a dedicated resource
- Surface systemic risks, adoption blockers, and product feedback trends to senior leadership, using the volume of the pool as an early warning system for the broader base
- Contribute to strategic planning for the broader Customer Success organization
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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