Customer Success Manager tasked with managing IT services and customer relationships post sale for colocation and cloud solutions. Ensuring value and engagement to drive renewals and expansion.
About the role
- Manager of Customer Success at BlueCat, driving strategy and inspiring teams to elevate customer experiences across complex networks.
Responsibilities
- Directly lead and manage a team of Customer Success Managers and be accountable for their performance, development, and overall impact across the customer lifecycle
- Set the strategic direction for the team and ensure consistent execution of customer success initiatives
- Drive measurable outcomes across retention, adoption, expansion, and long term customer value
- Oversee departmental operations, manage performance and resource allocation, and build a culture rooted in accountability, collaboration, and customer advocacy
- Coach and develop Customer Success Managers, ensuring they lead their customer portfolios effectively while growing as strategic advisors
- Develop and execute customer success strategies aligned with company objectives, driving initiatives that enhance customer satisfaction and engagement
- Identify scalable process improvements and optimize operational efficiency
- Monitor key performance indicators to ensure the function delivers strong business results
- Closely partner with Sales, Product, Support, and senior leadership, advocating for customer needs
Requirements
- Proven experience leading and developing Customer Success Managers within a SaaS or enterprise technology environment
- Strong understanding of customer lifecycle strategy, retention models, and value realization
- Demonstrated ability to drive measurable improvements in customer outcomes
- Experienced in KPI management and data driven decision making
- Ability to translate insights into strategic action
- Managed departmental resources, including budgeting and staffing
- Successfully built scalable frameworks that improve operational performance
- Strategic leadership mindset and enterprise level thinking
- Motivated by impact and committed to delivering exceptional experiences for both customers and employees
Benefits
- A Professional Development Budget
- Dedicated Wellness Days and Wellness Week
- A Lifestyle Spending Account
- An Employee Recognition Program
Job title
Job type
Experience level
Salary
Degree requirement
No Education Requirement
Location requirements
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