Customer Success Manager

Bluecatnetworks; United States; Remote; USD 87,000 - 110,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

HSA/FSA

401(k) matching

Parental leave

Vacation days

Personal days

Wellness days

Annual learning budget

Job summary

Bluecatnetworks in the United States is seeking a customer success professional to manage a shared portfolio, guiding onboarding, adoption, and pre-renewal reviews. You will translate technical capabilities into business outcomes and document outcomes so teammates can continue the work smoothly.

You will prioritize outreach, address issues with Support and Product, and keep CRM records accurate while spotting renewal opportunities and potential expansions.

Qualifications

• 2–4 years in customer success, account management, technical support, or similar B2B SaaS role.
• Ability to connect technical product knowledge with business outcomes and communicate with both technical and business stakeholders.
• Experience delivering product demonstrations and leading structured customer discussions.
• Familiarity with customer success or CRM tools such as Totango and Salesforce.

Responsibilities

• Guide customers through onboarding, adoption checkpoints, demonstrations, and pre-renewal reviews.
• Prioritize outreach using product usage, support activity, customer health, and renewal timing; follow requests through resolution.
• Explain capabilities in business terms and partner with Support and Product to address issues.
• Spot adoption/churn risks and renewal opportunities; route renewals with context.
• Keep customer records accurate in CRM and contribute improvements to repeatable plays.

Skills

Customer communication

Documentation

Product demonstrations

Tools

Totango

Salesforce

Job description

Role overview

Manage customer success across a shared portfolio, responding to a prioritized queue rather than building relationships with a fixed list of accounts. You will quickly understand each customer’s situation, help them get more value from network infrastructure products, and document outcomes so teammates can continue the work smoothly.

Responsibilities

• Guide customers through onboarding, adoption checkpoints, product demonstrations, and pre-renewal reviews.
• Prioritize outreach using product usage, support activity, customer health, and renewal timing; follow inbound requests through resolution.
• Explain technical capabilities in terms of customer goals, and partner with Support and Product to address issues.
• Spot adoption challenges, churn risks, and potential expansion opportunities; route renewal and sales handoffs with clear context.
• Keep customer records accurate in success and CRM systems, and contribute improvements to repeatable success plays.

Requirements

• 2–4 years in customer success, account management, technical support, or a similar customer-facing B2B SaaS role.
• Able to connect technical product knowledge with business outcomes and communicate with both technical and business stakeholders.
• Comfortable managing many customer conversations and prioritizing by need and signals.
• Strong written communication, organization, and documentation habits.
• Experience delivering product demonstrations and leading structured customer discussions.
• Familiarity with customer success or CRM tools; examples in the source include Totango and Salesforce.

Nice to have

• Exposure to networking, DNS, DHCP, IP address management, or infrastructure.

Benefits and work setup

The listed U.S. base salary range is $87,000–$110,000 per year, with eligibility for a discretionary bonus. Benefits include medical, dental, and vision coverage; HSA/FSA accounts; a lifestyle spending account; 401(k) matching; paid parental leave; vacation, personal, and wellness days; and an annual learning budget.