Customer Success Manager

BlueCat manages the systems that keep networks running smoothly, securely, and reliably, and its Intelligent Network Operations platform delivers AI-driven agentic ops at scale. As a Customer Success Manager, you serve a shared portfolio of customers alongside your teammates rather than owning a named list of your own. Your job is to work from a prioritized queue driven by health signals, product usage, support activity, and renewal proximity, load context quickly, diagnose accurately, deliver value in a compressed number of touchpoints, and leave accounts better documented. You are equally comfortable walking a network operations lead through a product capability and explaining business impact to a director. The position offers a base salary range of $84,000 - $105,000 CAD per year plus participation in a discretionary bonus plan. Final compensation will be based on skills, experience, and qualifications. The role is for an existing vacancy.

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; Be the voice of the customer internally, using the breadth of the pool to spot patterns; 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; Confirm that every customer has clear, documented outcomes they are working toward; Connect product adoption to tangible business results; Contribute improvements to the success plays based on field experience; Detect churn risk early through health signals, usage decline, support friction, and stakeholder change; Run structured pre-renewal reviews and prepare a clear readiness picture for each upcoming renewal; Hand off renewals to the Renewals CSM with complete context; Identify cross-sell and up-sell opportunities and route them to Sales with supporting evidence; Maintain rigorous documentation so account context lives in the system; Keep data accurate and current in internal systems, including Totango and Salesforce; Manage many concurrent customer conversations without letting commitments slip; Contribute to team KPIs, including coverage, response time, adoption, health score, and retention

Requirements

2 to 4 years of experience in Customer Success, Account Management, Technical Support, or a similar customer-facing role in B2B SaaS; A balance of technical aptitude and business acumen; Comfort serving many customers at once and prioritizing by signal rather than by relationship history; Excellent written communication; Strong documentation habits and discipline about leaving a clean trail for teammates; Experience delivering demos and running structured customer conversations; Familiarity with CS and CRM tooling, such as Totango or Salesforce; A proactive mindset: driven, accountable, coachable, and naturally customer-obsessed

Nice to have

Exposure to networking, DNS, DHCP, IPAM, or infrastructure

Benefits

Comprehensive benefits covering health, financial well-being, and overall wellness; A Professional Development Budget; Dedicated Wellness Days and Wellness Week; A Lifestyle Spending Account; An Employee Recognition Program; Participation in a discretionary bonus plan