Customer Operations Manager at BlueCat

Belgrade, Serbia

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, NetworkingIndustries

Requirements

Degree in Business, Marketing, or related discipline
5+ years of experience in Customer Operations, Customer Success, or Customer Experience roles within a SaaS or technology company
Demonstrated success leading onboarding, lifecycle engagement, or cross-functional customer programs
Experience evaluating (incomplete in description, but implied as relevant skill)

Responsibilities

Lead Customer Operations team which includes Business Operations, Customer Experience, PS Operations, and Technical Operations
Develop scalable frameworks and programs that deliver consistent, high-quality customer experience across the CS teams
Act as a customer journey subject matter expert, leading continuous improvement efforts in our CS engagement model, including partnering with key teams to deliver cohesive messaging and customer engagement strategies
Develop strategies and systems for an onboarding program including design, documentation, and execution plans for new customers; drive adoption of onboarding tools and resources across internal teams and customer-facing touchpoints
Coordinate and improve onboarding, training, and enablement programs for Customer Success teams
Work with Leaders across Customer Success to define and operationalize key metrics across onboarding, health scoring, retention, and growth and ensure proper systems and reviews are in place
Present data-driven insights and recommendations to influence customer strategy and performance tracking; partner internally to develop dashboards and reporting frameworks for internal and executive use
Optimize CS processes and workflows using platforms such as Salesforce, Totango, Jira, Confluence and more
Ensure team ownership of systems within CS; as needed, represent Customer Success in company projects including those related to AI and Systems
Lead automation and tooling initiatives to improve CS scale and efficiency
Act as an operational liaison across the business, elevating customer insights into meaningful action
Partner with Finance to review billings and financial reporting for accuracy and timeliness across CS

Skills

Key technologies and capabilities for this role

Customer OperationsBusiness OperationsCustomer ExperienceOperations ManagementData AnalyticsProgram LeadershipOnboarding WorkflowsCustomer Journey OptimizationCross-functional CollaborationCustomer Success

Questions & Answers

Common questions about this position

What teams will I lead as Customer Operations Manager?

You will lead the Customer Operations team, which includes Business Operations, Customer Experience, PS Operations, and Technical Operations.

What is the work arrangement or location for this role?

This information is not specified in the job description.

What key skills are needed for the Customer Operations Manager role?

The role requires program leadership, data fluency, customer advocacy, strategic thinking for customer journeys and onboarding, and the ability to develop scalable frameworks and deliver data-driven insights.

What is the company culture like at BlueCat?

BlueCat has an award-winning culture and is certified as a 'Great Place to Work,' recognized as one of Canada's top workplaces in categories like Technology, Today's Youth and Women, and Mental Health and Inclusion.

What makes a strong candidate for this Customer Operations Manager position?

Strong candidates will have experience in leading cross-functional teams, optimizing customer journeys, developing onboarding programs, and using data-driven insights to influence strategy in a fast-paced environment.

BlueCat

Provides Adaptive DNS and network security solutions

About BlueCat

BlueCat Networks provides Adaptive DNS solutions that improve network security, efficiency, and management of hybrid cloud environments. Their products include DNS, DHCP, and IPAM solutions, which help businesses automate network functions, minimize risks, and comply with industry standards. Unlike many competitors, BlueCat focuses on transforming DNS into a security asset, enabling organizations to quickly identify and address network threats. The company aims to support enterprises in their digital transformation efforts by offering a unified view of their network, simplifying tasks for DevOps and NetOps teams through automation.

Toronto, CanadaHeadquarters

2001Year Founded

$27MTotal Funding

SERIES_BCompany Stage

Enterprise Software, CybersecurityIndustries

501-1,000Employees

Benefits

Professional Development Budget

Wellness Program

Employee Recognition Program

Risks

Integration challenges from LiveAction acquisition may disrupt operations and customer service.

Expansion in APAC exposes BlueCat to competition from established local players.

Zero Trust DNS introduction may face resistance, slowing adoption rates.

Differentiation

BlueCat specializes in Adaptive DNS, enhancing network security and hybrid cloud management.

Their solutions automate network functions, reducing risks and ensuring compliance.

BlueCat transforms DNS into a robust defense line, rapidly detecting network threats.

Upsides

Increased demand for hybrid cloud solutions boosts need for BlueCat's DNS management tools.

Zero Trust security models create opportunities for BlueCat's DNS-based security solutions.

Acquisition of LiveAction enhances BlueCat's network performance monitoring capabilities.

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