Customer Success Manager

Summary

Join BlueCat's Customer Success team as a Customer Success Manager (CSM) and become a critical client-facing resource for enterprise-level customers. You will be responsible for delivering support account management and customer advocacy, ensuring customers have a valuable experience with BlueCat and maximizing revenue. The CSM orchestrates all support activities, builds strategic relationships, promotes customer satisfaction, and drives product adoption. This role involves managing a portfolio of key accounts, collaborating with various BlueCat teams, and contributing to broader organizational goals. You will be the leading customer advocate, understanding customer needs, and creating opportunities to expand BlueCat's footprint within organizations. The position requires strong communication, technical savviness, and a proactive approach to problem-solving. BlueCat offers a comprehensive benefits package, including professional development, wellness initiatives, and a supportive work environment.

Requirements

• Have a passion for engaging customers
• Have 5+ years’ experience managing customers in an enterprise environment and are able to demonstrate excellence in customer service
• Be fluent in English and Spanish
• Have an insatiable thirst for knowledge and development and the desire to grow in your role and with the company
• Be proactive; a tenacious self-starter to the core. Thrive in a fast paced and demanding environment
• Be technically savvy with a deep desire to build and support relationships and expand the product use within a customer environment
• Be an excellent communicator - have a way with words & can connect easily with others. Possess a strong ability to explain highly technical issues to non-technical audiences
• Recognize the need for constant improvement - always looking to do things better (both personally, as part of a team and for the company) and can showcase how you have made enhancements in previous situations
• Be capable of prioritizing and allocating resources to / focus efficiently on multiple projects

Responsibilities

• Build strategic and consultative relationships
• Perform proactive account management activities
• Promote overall customer satisfaction
• Drive product usage and adoption
• Help resolve ongoing technical problems while working closely with the Customer’s Enterprise Support team
• Be the leading customer advocate for a portfolio of assigned customers - build solid relationships with key stakeholders (sales, professional services, customer care, etc.) in BlueCat and foster relationships with the customer for successful support
• Contribute to broader goals and growth beyond the scope of a single customer engagement by championing customer success and account retention strategies including account health, use of the BlueCat Community and overall engagement by maintaining ownership for the customer support relationship
• Understand the Customer’s organization and how our product and services can support them. Inspire Customers to think strategically about how our platform can support their business needs. Create opportunities to expand the footprint within the organization through close relationships with the Customer as well as the BlueCat Sales teams. You will be responsible to maintain current customer financial targets
• Work closely with the BlueCat Account Executive who maintains overall accountability for the customer relationship. Ensure awareness of the account support plan and alignment with the Account Executive’s strategic goals for each account
• Create and manage strategic and tactical programs designed to maximize customer satisfaction (NPS) and adoption of product through planning, delivery and management of key milestones/engagements for customers, such as system health checks delivered by the -Enterprise Support team, Product roadmap updates provided by Product Management, etc…
• Work closely with the Product and Support Teams to troubleshoot issues, track next steps, escalate where needed, and follow-up promptly to ensure customer expectations are exceeded. Lead various meetings with customers to create visibility with stakeholders for escalations, operational reviews, tactical/ strategic planning and critical issue reviews
• Develop referenceable experiences with the customers that can be leveraged. Coordinate with sales and marketing to create the collateral associated with these experience that can be shared with other customers as well as within BlueCat
• Assist in the ongoing improvement of the processes, definitions and tools to drive a remarkable customer experience through activities such as retrospectives, post-mortem reviews, case reviews, etc. Be the example of a culture of innovation and accountability for customer outcomes
• Travel to client sites and industry events is expected as well as availability to your customers when they have a need
• Work by BlueCat’s core values

Benefits

• A Professional Development Budget
• Dedicated Wellness Days and Wellness Week
• A Lifestyle Spending Account
• An Employee Recognition Program