Pooled Customer Success Manager
New
B
BlueCatNetwork infrastructure
Canada - RemoteFull-TimeManager
Salary not disclosed
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Job Details
- Experience
- 2 to 4 years of experience in Customer Success, Account Management, Technical Support, or a similar customer facing role in B2B SaaS.
- Required Skills
- SalesforceCustomer SuccessNetworkingAccount Management
Requirements
- Have 2 to 4 years of experience in Customer Success, Account Management, Technical Support, or a similar customer-facing role in B2B SaaS.
- Bring a balance of technical aptitude and business acumen.
- Be comfortable serving many customers at once and prioritizing by signal rather than relationship history.
- Have excellent written communication for asynchronous customer engagement.
- Maintain strong documentation habits and leave a clear record for teammates.
- Have experience delivering demos and running structured customer conversations.
- Be familiar with customer success and CRM tools such as Totango or Salesforce.
- Exposure to networking, DNS, DHCP, IPAM, or infrastructure is an asset.
Responsibilities
- Serve customers across a shared portfolio, working from a prioritized queue rather than a fixed account list.
- Deliver onboarding confirmation, adoption checkpoints, and structured pre-renewal reviews.
- Respond to inbound customer needs within team coverage standards and see them through to resolution.
- Guide customers on best practices, implementation planning, and usage optimization, and deliver product demonstrations.
- Collaborate with Support and Product teams to troubleshoot and resolve issues.
- Connect product adoption to customer business outcomes and contribute improvements to standardized success plays.
- Detect churn risk through health signals, usage decline, support friction, and stakeholder change.
- Prepare renewal-readiness context and hand it off to the Renewals CSM; route cross-sell and upsell opportunities to Sales.
- Maintain rigorous customer documentation and accurate data in Totango and Salesforce.
- Manage concurrent customer conversations and contribute to team KPIs including coverage, response time, adoption, health score, and retention.
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