Customer Success Manager, Manager

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. Lead. Inspire. Elevate the Customer Experience. At BlueCat, we power the world’s most complex and mission critical networks. Our customers rely on us to deliver certainty in an increasingly dynamic infrastructure landscape. We are looking for a Manager, Customer Success who is ready to lead from the front, driving strategy, inspiring teams, and elevating the customer journey across our portfolio. This is not just a leadership role. It is an opportunity to shape the future of Customer Success at BlueCat. What You’ll Do As Manager, Customer Success, you will directly lead and manage a team of Customer Success Managers and be accountable for their performance, development, and overall impact across the customer lifecycle. You will set the strategic direction for the team, ensure consistent execution of customer success initiatives, and drive measurable outcomes across retention, adoption, expansion, and long term customer value. You will oversee departmental operations, manage performance and resource allocation, and build a culture rooted in accountability, collaboration, and customer advocacy. A key part of your role will be coaching and developing your Customer Success Managers, ensuring they are equipped to lead their customer portfolios effectively while growing as strategic advisors. You will develop and execute customer success strategies aligned with company objectives, driving initiatives that enhance customer satisfaction and engagement. You will identify scalable process improvements, optimize operational efficiency, and monitor key performance indicators to ensure the function is delivering strong business results. This role requires close partnership with Sales, Product, Support, and senior leadership. You will advocate for customer needs, translate feedback into actionable improvements, and ensure customer success strategies align with broader organizational priorities. Decision Making Authority This is a high impact leadership role with authority to make strategic decisions related to team leadership, departmental direction, and long term customer success initiatives. You will influence company wide customer experience strategies in collaboration with senior executives and play a critical role in shaping how BlueCat delivers value to its customers. What You Bring You bring proven experience leading and developing Customer Success Managers within a SaaS or enterprise technology environment. You have a strong understanding of customer lifecycle strategy, retention models, and value realization, along with a demonstrated ability to drive measurable improvements in customer outcomes. You are experienced in KPI management and data driven decision making, with the ability to translate insights into strategic action. You have managed departmental resources, including budgeting and staffing, and have successfully built scalable frameworks that improve operational performance. You operate with a strategic leadership mindset and enterprise level thinking. You excel in developing leaders, fostering high performing teams, improving processes, and driving cross functional collaboration. You are motivated by impact and committed to delivering exceptional experiences for both customers and employees. Why BlueCat? At BlueCat, you will join a company that is a leader in Adaptive DNS and network automation, trusted by some of the world’s most innovative enterprises. We are committed to empowering teams, investing in leadership growth, and delivering measurable outcomes for our customers. This is your opportunity to shape strategy, influence company direction, and make a lasting impact on our customers and our people. Ready to Make an Impact? If you are a strategic, data driven leader who thrives on building strong teams and developing Customer Success Managers to deliver exceptional outcomes, we want to hear from you. Apply today and help redefine Customer Success at BlueCat. This position offers a salary range of 115,000 - 135,000 CAD per year plus participation in a discretionary bonus plan. Final compensation will be based on skills, experience, and qualifications. The role is for an existing vacancy.