Senior Manager, Pooled Customer Success

Bluecatnetworks; United States; On-site; USD 125,000 - 155,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

HSA / FSA

Lifestyle Spending Account (LSA)

401(k) with company matching

Paid parental leave

Vacation, personal, and wellness days

Learning & development budget

Annual bonus program

Job summary

BlueCat is seeking a Manager of Pooled Customer Success to lead a 4–7 CSM team managing a large, shared portfolio. You will design repeatable plays, optimize coverage, and ensure consistent value delivery at scale.

You will drive renewal readiness, collaborate with Sales and Renewals, and build a transparent, data-driven culture with strong coaching and development for high-volume success.

Qualifications

• 5+ years of experience in B2B SaaS.
• 3+ years in Customer Success or account management.
• 2+ years leading CSM teams.
• Experience operating a pooled, shared, or scaled coverage model.
• Strong renewal strategy, retention management, and risk identification at volume.
• Proven ability to design repeatable plays and operating standards.
• Comfort with using systems and data over single account relationships.
• Strong analytical mindset and prioritization skills.
• Leadership style grounded in transparency and ownership.

Responsibilities

• Lead, coach, and develop a team of 4 to 7 pooled CSMs with a shared portfolio.
• Manage workload distribution, queue coverage, and capacity across the team.
• Conduct regular portfolio, renewal, and risk reviews; monitor performance.
• Coach CSMs on discovery, efficient conversations, and value delivery.
• Build accountability culture and drive continuous improvement.
• Hire, onboard, and develop CSM talent for high-volume environments.
• Partner with cross-functional teams to improve the customer journey.

Skills

B2B SaaS experience

Customer Success

People leadership

Pooled/shared coverage

Renewal strategy

Playbook design

Systems/data orientation

Transparent leadership

Job description

BlueCat is seeking a Manager of Pooled Customer Success to lead a 4–7 CSM team managing a large, shared portfolio. You will design repeatable plays, optimize coverage, and ensure consistent value delivery at scale.

You will drive renewal readiness, collaborate with Sales and Renewals, and build a transparent, data-driven culture with strong coaching and development for high-volume success.