Manager, Customer Success Management

BlueCat Networks; United States; A distancia; USD 120.000 - 160.000; Jornada completa

Descripción de la vacante

BlueCat Networks seeks a Manager of our Pooled Customer Success team to lead a group of 4 to 7 pooled CSMs managing a shared portfolio. You’ll design scalable plays, optimize coverage, and ensure consistent value delivery at scale.

This role blends hands-on coaching with operational leadership, focusing on renewals, risk reviews, and high-velocity customer interactions to protect retention and drive adoption in a dynamic, high-volume environment.

Formación

• Experience leading a CSM team.
• Proven ability to design scalable plays for a pooled portfolio.
• Strong communication and collaboration across teams.

Responsabilidades

• Lead, coach, and develop a team of 4–7 pooled CSMs across a shared portfolio.
• Manage workload, queue coverage, and capacity so no customer segment is unattended.
• Conduct portfolio reviews, renewal and risk reviews, and performance check-ins.
• Coach CSMs on rapid discovery and high-quality, value-driven conversations.
• Build a culture of accountability, collaboration, and continuous improvement.
• Hire, onboard, and develop CSM talent for a fast-moving, high-volume environment.
• Operationalize the Customer Value Framework through standardized plays.

Conocimientos

Team leadership

Customer success

Coaching

Portfolio management

Descripción del empleo

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 optimise 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 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 the 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, and 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, you improve it every quarter, and you 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 towa