Customer Success Manager I

Barracuda Networks Inc.•Ottawa, ON

2d•$63,000 - $83,000•Hybrid

About The Position

Barracuda is a leading cybersecurity company providing complete protection against complex threats. Our platform protects email, data, applications, and networks with innovative solutions, and a managed XDR service, to strengthen cyber resilience. Hundreds of thousands of IT professionals and managed service providers worldwide trust us to protect and support them with solutions that are easy to buy, deploy, and use. We are committed to a candidate selection process and work environment that is inclusive and barrier free. To ensure candidates are assessed in a fair and equitable manner, accommodations will be provided to prospective employees in accordance with the Accessibility for Ontarians with Disabilities Act (AODA) and the Ontario Human Rights Code. 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

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.
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.
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.
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.
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.