Customer Success Manager driving expansion revenue for Hospitable’s short - term rental software. Managing consultative customer engagement, product adoption, QBRs, and revenue pipeline performance.
About the role
- Customer Success Manager supporting shared B2B SaaS customer portfolios at BlueCat, an intelligent network operations platform company. Driving adoption, value realization, retention, and renewal readiness.
Responsibilities
- Serve customers across a shared portfolio from a prioritized queue
- Deliver onboarding confirmation, adoption checkpoints, and structured pre-renewal reviews
- Respond to inbound customer needs through resolution
- Build credibility with new stakeholders
- Identify customer patterns and act as the internal voice of the customer
- Guide customers on best practices, implementation planning, and usage optimization
- Deliver product demonstrations to drive adoption and unlock new use cases
- Collaborate with Support and Product teams to troubleshoot and resolve issues
- Translate technical capabilities into customer business outcomes
- Execute and improve standardized success plays
- Document customer outcomes and account context
- Detect churn risk through health, usage, support, and stakeholder signals
- Prepare renewal readiness information and hand off renewals with complete context
- Identify and route cross-sell and up-sell opportunities to Sales
- Maintain accurate data in Totango and Salesforce
- Manage concurrent customer conversations and contribute to coverage, response time, adoption, health score, and retention KPIs
Requirements
- 2 to 4 years of experience in Customer Success, Account Management, Technical Support, or a similar customer-facing role in B2B SaaS
- Technical aptitude and business acumen
- Exposure to networking, DNS, DHCP, IPAM, or infrastructure is an asset
- Comfort serving many customers at once and prioritizing by signal rather than relationship history
- Excellent written communication
- Strong documentation habits
- Experience delivering demos and running structured customer conversations
- Familiarity with CS and CRM tooling, such as Totango or Salesforce
- Proactive, driven, accountable, coachable, and customer-obsessed mindset
Benefits
- Professional Development Budget
- Dedicated Wellness Days and Wellness Week
- Lifestyle Spending Account
- Employee Recognition Program
- Discretionary bonus plan
- Exceptional work environment
- Enriching employee programs
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Degree requirement
No Education Requirement
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