Customer Success Manager I

Barracuda Networks Inc.•Ottawa, ON

5d•$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. The Customer Success Manager is responsible for driving post-sales relationships, driving product adoption, and identifying upsell or cross-sell opportunities. They develop strategic success plans aligned with customer business strategies and manage product/service delivery in association with cross-functional teams. They work with account management teams in analyzing sales data and improving sales processes.

Requirements

3-5 years of experience in sales operations, account management, customer success or equivalent
Bachelor’s or master’s degree in Sales, Business Administration or equivalent
Proven success managing and expanding SaaS or subscription-based revenue across existing customer accounts.
Hands-on experience with Customer Success tools (e.g., Gainsight) and CRM platforms.
Exceptional communication skills, including active listening, clear written and verbal communication, and confident presentation abilities.
Strong problem‑solving and project‑management capabilities, with excellent interpersonal and organizational skills.
Highly self‑sufficient; able to navigate ambiguity, collaborate with multiple stakeholders, and operate with minimal oversight.
Self‑motivated team player who brings proactive ideas to drive customer loyalty, product adoption, and long-term engagement.
Outstanding time‑management skills with the ability to prioritize effectively in a fast‑paced environment.

Responsibilities

Owns the post-sales relationship with Barracuda’s clients, drives greater adoption of products and/or services, and promotes upsell/cross-sell opportunities.
Formulates and executes customer success strategies that align customers’ business strategies to Barracuda products and services.
Works with customers and Barracuda stakeholders to prevent or remediate any challenges faced by client teams in using Barracuda’s products/services.
Operates as primary point of contact for multiple product lines, while supporting the customer journey with Barracuda.
Builds and manages the customized product delivery to the customer’s technology environment.
Reaches out to customers proactively to offer support, share best practices, and provide value-added insights.
Provides training and resources to help customers and junior team members understand how to use Barracuda product/services effectively.
Collaborates with the broader sales teams to develop success plans, assess customer health, identify expansion opportunities, and ensure renewals.
Engages and coordinates customer delivery across Barracuda Networks team members including engineering and professional services.
Leverages specialized customer success knowledge in breadth and/or depth to a variety of issues/projects within the team.
Works in a project-oriented manner contributing towards team-level goals, and works closely with multiple teams to identify customer needs and provide tailored solutions.
Supports account management team in analyzing sales data and/or developing strategies for sales' process improvement.