Head of Pooled Customer Success

Remote; San Francisco (CA); On-site; USD 125,000 - 155,000; Full time

Benefits offered by this job

Discretionary bonus plan

Job summary

BlueCat is seeking a Manager of our Pooled Customer Success team to lead a group of 4 to 7 CSMs who share a large customer portfolio. You will design repeatable plays, optimize coverage, and ensure high-value interactions that protect retention at scale.

In this hands-on role, you will coach on discovery, drive renewal readiness, partner with Renewals and Sales, and build processes that let any CSM support any customer.

Qualifications

• 5+ years of experience in B2B SaaS or equivalent software
• 3+ years in Customer Success or account management
• 2+ years managing or leading CSM teams
• Experience operating a pooled/shared/scaled coverage model
• Strong understanding of renewal strategy, retention management, and risk identification at volume
• Proven ability to design and improve repeatable plays, playbooks, and operating standards
• Leadership style grounded in transparency, ownership, and high standards

Responsibilities

• Lead, coach, and develop a team of 4 to 7 pooled CSMs
• Manage workload distribution, queue coverage, and capacity across the team
• Conduct regular portfolio reviews, renewal risk reviews, and performance check ins
• Coach CSMs on rapid discovery and high-value 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 the Customer Value Framework through standardized plays
• Ensure lifecycle coverage and renewal readiness across the portfolio
• Monitor health signals and direct team effort toward impactful accounts
• Partner with Renewals and Sales on renewal strategy and expansion routing
• Define operating rhythm for the pool and ensure CRM data integrity
• Surface systemic risks and product feedback trends to leadership

Skills

B2B SaaS

Customer Success

Account management

CS leadership

Pooled coverage

Data analysis

Renewal strategy

Stakeholder collaboration

Tools

CRM systems

Data tooling

Job description

BlueCat is seeking a Manager of our Pooled Customer Success team to lead a group of 4 to 7 CSMs who share a large customer portfolio. You will design repeatable plays, optimize coverage, and ensure high-value interactions that protect retention at scale.

In this hands-on role, you will coach on discovery, drive renewal readiness, partner with Renewals and Sales, and build processes that let any CSM support any customer.