Customer Success Manager - LiveAction [14h - 22h]

Job description

Have you heard of BlueCat? We’re one of those hidden gems that’s been disrupting the market as a key player in the rapidly growing space of Intelligent Network Operations. Organizations require a new model of network operations that links foundational core services with a deep, predictive understanding of network health and performance to improve change readiness. BlueCat’s Intelligent NetOps is a first-to-market combination of systems of understanding and change. BlueCat enables teams to enhance agility and mitigate risks from high rates of change with a unified management lifecycle, from provisioning to proactive troubleshooting and remediation. At BlueCat, we take immense pride in our award-winning culture, an integral part of our identity. We are proud recipients of several prestigious accolades, including the **"Great Place to Work"** certification. By becoming a part of our team, you not only join a company at the forefront of technology but also become an integral member of Canada's top workplaces in various categories, including **Technology**, **Today's Youth and Women**, and **Mental Health and Inclusion**. About the Customer Success Team Our Customer Success team is a proactive, tech-savvy, and relationship-driven group committed to delivering exceptional experiences to our customers. We act as both strategic advisors and technical enablers, guiding customers toward successful outcomes while helping BlueCat scale value across the enterprise. As a **Customer Success Manager**, you are the primary relationship manager and trusted advisor for a portfolio of enterprise customers. Your role is to ensure customers realize maximum value from BlueCatʼs solutions, expand their footprint, and maintain a strong partnership. You are equally comfortable building relationships with senior executives and giving technical product demos. You thrive in fast-paced environments and bring energy, empathy, and clarity to every interaction **Key Responsibilities** **Customer Engagement & Advocacy** • Be the voice of the customer internally and their strategic partner externally. • Lead proactive customer touchpoints including health checks, roadmap sessions, and success planning. • Own customer relationships across multiple levels, from operational to executive stakeholders. • Coordinate customer engagement programs and activities to improve retention and adoption. **Product & Technical Enablement** • Guide customers on best practices, implementation planning, and usage optimization. • Deliver product demonstrations and to drive adoption. • Collaborate with Support and Product teams to troubleshoot and resolve issues. **Growth & Strategic Expansion** • Drive customer value realization and create opportunities for expansion in partnership with Sales. • Identify use cases for cross-sell/up-sell and build customer champions. • Influence renewal strategy by tracking account health and identifying risk proactively. **Operational Excellence** • Create and manage Success Plans tailored to customer goals and maturity. • Lead Business Reviews, escalation reviews, and strategic alignment meetings. • Maintain accurate and up-to-date data in internal systems (e.g., Gainsight, Totango, Salesforce). • Contribute to team KPIs, including NPS, health score, and adoption metrics. **What You Bring** • 5+ years of CSM or Account Management experience with enterprise B2B SaaS. • A balance of technical aptitude and business acumen — you can speak both languages. • Experience with delivering demos, business reviews, and success planning. • Strong interpersonal and communication skills (verbal, written, and presentation). • Ability to manage multiple projects and priorities with precision and autonomy. • Experience using CSM tools like Gainsight, Totango, or Salesforce. • A proactive mindset — driven, accountable, and naturally customer-obsessed. • Nice-to-have familiarity with AI tools.