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Manager, Customer Success Management
BlueCat
Remote · CanadaSalary not disclosedfull-timeBlueCat Careers
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.
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.
Languages
- Work format
- Remote
- Seniority
- Lead
- Posted
- 21 Oct 2026
- Last verified
- In the last 5 days
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