Customer Success Manager
Role Overview
The Customer Success Manager serves a shared customer portfolio, working from a prioritized queue rather than owning a fixed list of accounts.
The role requires quickly understanding account context, diagnosing needs, delivering value efficiently, and documenting work for teammates.
The position supports BlueCat's network operations platform for enterprise organizations.
Key Skills for This Role
Full Job Posting
Role overview
The Customer Success Manager serves a shared customer portfolio, working from a prioritized queue rather than owning a fixed list of accounts.
The role requires quickly understanding account context, diagnosing needs, delivering value efficiently, and documenting work for teammates.
The position supports BlueCat's network operations platform for enterprise organizations.
Customer engagement
- Deliver onboarding confirmation, adoption checkpoints, and structured pre-renewal reviews.
- Respond to inbound needs within team coverage standards and see customer issues through to resolution.
- Build credibility quickly with new stakeholders and identify customer patterns across the shared portfolio.
- Guide customers on best practices, implementation planning, and usage optimization; demonstrate products to drive adoption.
Value, retention, and renewal
- Translate technical capabilities into business outcomes and document clear customer goals and realized value.
- Execute standardized success plays, adapt messaging, and suggest improvements based on observed results.
- Detect churn risk through health signals, declining usage, support friction, and stakeholder changes.
- Prepare renewal-readiness reviews and hand off complete context to the Renewals CSM.
- Identify cross-sell and upsell opportunities and route them to Sales with supporting evidence.
Operational responsibilities
- Collaborate with Support and Product teams to troubleshoot and resolve issues.
- Keep account documentation and internal system data accurate, including in Totango and Salesforce.
- Manage concurrent customer conversations and contribute to coverage, response-time, adoption, health-score, and retention KPIs.
What you bring
- Two to four years in Customer Success, Account Management, Technical Support, or a similar customer-facing B2B SaaS role.
- Technical aptitude and business acumen; networking, DNS, DHCP, IPAM, or infrastructure exposure is an asset.
- Comfort serving many customers and prioritizing by signals rather than relationship history.
- Excellent written communication, strong documentation habits, and experience delivering demonstrations and structured customer conversations.
- Familiarity with customer-success and CRM tools such as Totango or Salesforce.
- A proactive, accountable, coachable, customer-focused approach.
Compensation
- Base salary range is CAD $84,000–$105,000 per year, plus participation in a discretionary bonus plan.
- Final compensation depends on skills, experience, and qualifications; the role is for an existing vacancy.
Benefits and perks
- Benefits support health, financial well-being, and overall wellness.
- Perks include a professional development budget, wellness days and week, lifestyle spending account, and employee recognition program.
About BlueCat
BlueCat develops an Intelligent Network Operations platform for managing, securing, and optimizing enterprise networks.
The company describes a collaborative culture that values integrity, innovation, transparency, curiosity, respect, and enjoyment.
Apply for this job in 1 click
Skip the repetitive application forms
Install the Base Career Chrome Extension and autofill job applications across major job boards with your profile.
Trusted by over 500,000 job seekers on Base Career