Customer Success Manager

BlueCat Networks; United States; Remote; USD 70,000 - 110,000; Full time

Job summary

BlueCat Networks is seeking a Customer Success Manager in the United States to manage a shared portfolio of customers. You will drive onboarding, adoption and renewal activities, serving as the bridge between customers and internal teams to ensure ongoing value.

You will guide customers through best practices, deliver product demonstrations, and translate capabilities into tangible business outcomes, all while maintaining a high-velocity, high-quality support flow.

Responsibilities

• 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 measurable business outcomes.

Job description

We're BlueCat—a Great Place to Work for good reason. Our team solves critical network challenges for some of the world's largest organizations. In simple terms, we manage the systems that keep networks running smoothly, securely, and reliably—the backbone infrastructure that powers digital transformation for enterprises globally. Our Intelligent Network Operations platform delivers and enables AI-driven agentic ops at scale, automating and simplifying how companies manage, secure, and optimize their networks.

But what makes us different is how we work: we believe great work happens in an environment where you're trusted, heard, and supported. With teams globally, we're building a workplace culture that values collaboration and integrity as much as innovation. If you're looking to advance your career with a company that invests in its people, this is it.

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.

Key Responsibilities

Shared Portfolio Coverage Customer Engagement

• 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.

Product Technical Enablement

• 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.

Value Realization at Scale

• 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 adopti