Customer Success Manager I

Barracuda Networks Inc. • Alpharetta, GA

6d • Hybrid

About The Position

At Barracuda, we protect customers from security threats and help them get the most value from their technology investments. As a Scaled Customer Success Manager, you will play a key role in delivering consistent, high-quality customer experiences across a large portfolio of customers through scaled, data-driven engagement. This role supports a scaled Customer Success model across a mixed book of business, with a focus on driving product adoption, improving customer health, and supporting retention at scale. Rather than managing customers exclusively through a traditional high‑touch approach, the role leverages segmented engagement, data‑driven insights, and repeatable programs to help customers realize value efficiently while applying targeted intervention where needed.

Requirements

• Experience in Scaled Customer Success, Account Management, or a customer-facing SaaS role.
• Strong understanding of SaaS customer lifecycles, adoption, and retention.
• Experience managing a high-volume book of business using tech-touch or low-touch models.
• Comfortable working with data, dashboards, and customer success platforms.
• Strong written communication skills with the ability to engage customers clearly and empathetically at scale.

Nice To Haves

• Fluent in French is a plus
• Experience supporting SMB or digital-led customer segments.
• Familiarity with tools such as Gainsight, Salesforce, or similar platforms.
• Experience building or running lifecycle programs, campaigns, or playbooks.
• Background in security, IT, or cloud-based solutions is a plus.

Responsibilities

• Drive Customer Outcomes at Scale
• Manage a large portfolio of customers using scalable engagement models such as lifecycle emails, campaigns, webinars, and self-service resources.
• Guide customers through key stages of the lifecycle including onboarding, adoption, renewal readiness, and value realization.
• Help customers understand and adopt Barracuda solutions to improve security posture and business outcomes.
• Customer Health & Retention
• Monitor customer health, usage, and risk indicators to proactively identify and mitigate churn risks.
• Support renewal readiness by ensuring customers are engaged, informed, and seeing value from their Barracuda solutions.
• Surface expansion signals and partner with Sales and Renewals teams where appropriate.
• Scaled Programs & Automation
• Build, execute, and optimise scalable customer success programs using tools such as Gainsight and Salesforce.
• Leverage automation, data triggers, and playbooks to deliver the right message to the right customer at the right time.
• Contribute to standardised journeys, templates, and best practices to ensure consistency across the scaled segment.
• Cross-Functional Collaboration
• Work closely with Product, Support, Sales, and Marketing to represent the voice of scaled customers.
• Share insights and trends to help improve products, customer experience, and go-to-market motions.
• Escalate risks or issues when needed while maintaining a scalable engagement model.
• Data & Insights
• Track and report on key metrics such as adoption, engagement, customer health, and churn risk.
• Use data to prioritise actions and continuously improve scaled programs.
• Provide visibility to leadership on trends, risks, and opportunities across the scaled customer base.

Benefits

• A team where you can voice your opinion, make an impact, and where you and your experience are valued.
• Internal mobility – there are opportunities for cross training and the ability to attain your next career step within Barracuda.
• Equity, in the form of non-qualifying options
• High-quality health benefits
• Retirement Plan with employer match
• Career-growth opportunities
• Flexible Time Off and Paid Time Off benefits
• Volunteer opportunities

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed