Manager, Customer Success Management

BlueCat provides an Intelligent Network Operations platform that helps enterprises automate and optimize their networks. The Manager of Pooled Customer Success will lead and develop a team of Customer Success Managers, establish scalable customer coverage systems, and drive retention, adoption, and measurable customer value across a shared portfolio.

Responsibilities:

• 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

Requirements:

• 5+ years of experience in B2B SaaS
• 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