Role overview

BlueCat is seeking a Customer Success Manager for its Toronto office to support a shared portfolio of customers using the company’s Intelligent Network Operations platform. Rather than managing a fixed set of named accounts, you’ll work from a prioritized queue of customers based on health signals, product usage, and renewal timing, ensuring every interaction delivers clear value and leaves detailed documentation for teammates.

Key responsibilities

Serve customers across a shared portfolio by responding to inbound requests and delivering proactive lifecycle touchpoints including onboarding confirmation, adoption checkpoints, and pre-renewal reviews.
Build credibility quickly with new stakeholders and spot patterns across the customer pool that might be missed in a single-account view.
Guide customers on best practices, implementation planning, and product optimization while collaborating with Support and Product teams to resolve issues.
Translate technical capabilities into business outcomes and execute standardized success plays consistently while adapting messaging to each customer’s needs.
Detect churn risk early through health signals, usage patterns, and organizational changes, then prepare clear readiness assessments for upcoming renewals.
Maintain rigorous documentation in systems like Totango and Salesforce so account context is preserved for the next team member to access seamlessly.
Identify cross-sell and up-sell opportunities and route them to Sales with supporting evidence.

Requirements

Two to four years of experience in Customer Success, Account Management, Technical Support, or a similar customer-facing role within B2B SaaS environments.
Balance of technical aptitude and business acumen with the ability to communicate effectively with both technical leads and business directors; exposure to networking concepts such as DNS, DHCP, or IPAM is advantageous.
Comfort managing multiple concurrent customer conversations and prioritizing based on data signals rather than relationship history.
Excellent written communication skills, as pooled engagement relies heavily on asynchronous interaction.
Strong documentation habits and discipline in maintaining clear records for team continuity.
Experience delivering product demonstrations and running structured customer conversations.
Familiarity with Customer Success and CRM tools such as Totango or Salesforce, combined with a proactive, accountable, and customer-obsessed mindset.

What makes this role worth considering

BlueCat is recognized as a Great Place to Work and emphasizes a culture built on trust, collaboration, and integrity alongside innovation. The shared portfolio model offers variety and the opportunity to build strong problem-solving skills across diverse customer scenarios while contributing to how the team refines and improves its success processes.