Senior Customer Success Manager

Barracuda Networks Inc.

16d • $94,000 - $125,000 • Remote

About The Position

The Senior Customer Success Manager is responsible for managing Barracuda's most strategic and high-value customer relationships, driving measurable business outcomes, maximizing customer value realization, and protecting and growing recurring revenue. Acting as a trusted advisor to executive stakeholders, the Strategic CSM develops and executes comprehensive success strategies, leads executive-level engagements, drives adoption across complex environments, and identifies expansion opportunities. This role serves as the primary post-sales owner for strategic accounts and coordinates cross-functional teams to ensure customer success, retention, and long-term partnership.

Requirements

• 8+ years of experience in Customer Success, Strategic Account Management, Consulting, Enterprise SaaS, or a related customer-facing role.
• Experience managing large enterprise and strategic accounts with responsibility for retention, customer satisfaction, and revenue growth.
• Bachelor's or Master's degree in Business Administration, Sales, Technology, or equivalent experience.
• Proven success driving executive-level customer relationships and influencing senior business and technical stakeholders.
• Demonstrated ability to retain, grow, and expand SaaS or subscription-based customer portfolios.
• Strong experience developing customer success plans, value realization frameworks, and executive business review presentations.
• Hands-on experience with Customer Success platforms (e.g., Gainsight) and CRM solutions.
• Exceptional presentation, communication, and executive storytelling skills with the ability to communicate effectively across all organizational levels.
• Strong analytical and strategic thinking capabilities, with the ability to translate customer goals into measurable business outcomes.
• Excellent project and stakeholder management skills, including the ability to coordinate complex cross-functional initiatives.
• Proven ability to identify customer risks early and drive proactive mitigation strategies.
• Highly self-sufficient and comfortable operating in complex, ambiguous environments with multiple executive stakeholders.
• Strong business acumen with the ability to identify growth opportunities while balancing customer objectives and company goals.
• Demonstrated leadership capability, including mentoring colleagues and influencing without direct authority.

Responsibilities

• Own and manage a portfolio of Barracuda's most strategic and high-value customer relationships, serving as the executive-facing post-sales business partner.
• Develop and execute comprehensive customer success strategies aligned to customer business objectives, security initiatives, and long-term technology roadmaps.
• Build and maintain relationships with executive stakeholders, including CISOs, CIOs, IT leaders, business sponsors, and decision-makers.
• Lead recurring Executive Business Reviews (EBRs), strategic account reviews, and success plan discussions focused on business outcomes, value realization, product adoption, and future growth opportunities.
• Create, maintain, and govern customer success plans with defined business objectives, milestones, success metrics, risks, and measurable outcomes.
• Drive greater adoption and utilization across Barracuda's product portfolio while identifying opportunities for upsell, cross-sell, and expansion.
• Act as the primary escalation point for strategic customer issues, coordinating internal resources and driving resolution of complex challenges.
• Proactively identify risks to adoption, customer satisfaction, retention, and renewal, and develop mitigation plans to protect customer outcomes and revenue.
• Operate as the strategic point of contact across multiple product lines while guiding customers through all stages of their lifecycle with Barracuda.
• Partner closely with Account Executives, Renewal Managers, Professional Services, Support, Product Management, and Engineering teams to deliver a seamless customer experience.
• Facilitate executive-level communication regarding product roadmap alignment, strategic initiatives, customer feedback, and business priorities.
• Drive customer advocacy programs, reference activities, case studies, and strategic customer engagement initiatives where appropriate.
• Analyze customer health, adoption trends, business outcomes, and usage data to deliver actionable recommendations and improve customer value realization.
• Mentor junior Customer Success Managers by sharing best practices, strategic account management approaches, and customer engagement techniques.
• Influence internal process improvements and contribute to organizational initiatives that drive customer retention, operational excellence, and scalable growth.

Benefits

• 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-qualified 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: Senior
• Education Level: Associate degree