[Hiring] Manager, Customer Success Management @BlueCat

Role Description

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 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
• 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, improve it every quarter, and develop CSMs who can move quickly, diagnose accurately, and create value in a compressed number of touchpoints.

Key Responsibilities

• Team Leadership & Talent Development
  • 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.
• Driving Measurable Customer Value at Scale
  • 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.
• Retention, Expansion & Growth Alignment
  • 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.
• Operational Excellence & Scalability
  • 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.
• Cross Functional Leadership
  • 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.

Qualifications

• 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.

Requirements

• This position offers a salary range of $125,000 - $155,000 USD per year plus participation in a discretionary bonus plan.
• Final compensation will be based on skills, experience, and qualifications.
• The role is for an existing vacancy.

Benefits

• Comprehensive benefits package, including medical, dental, and vision insurance
• Tax advantaged accounts (HSA, FSA)
• Annual Lifestyle Spending Account (LSA)
• 401(k) with company matching
• Paid parental leave
• Vacation, personal, and wellness days
• Annual learning and development budget
• Participation in the company's annual bonus program