Customer Success Manager I

Barracuda is a leading cybersecurity company providing complete protection against complex threats. 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.

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

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
• 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