Customer Success Manager

Job ID 24-183

Come Join Our Passionate Team! At Barracuda, we make the world a safer place. We believe every business deserves access to cloud-enabled, enterprise-grade security solutions that are easy to buy, deploy, and use. We protect email, networks, data and applications with innovative solutions that grow and adapt with our customers’ journey. More than 200,000 organizations worldwide trust Barracuda to protect them — in ways they may not even know they are at risk — so they can focus on taking their business to the next level.

We know a diverse workforce adds to our collective value and strength as an organization. Barracuda Networks is proud to be an Equal Opportunity Employer, committed to equal employment opportunity and equitable compensation regardless of race, gender, religion, sex, sexual orientation, national origin, or disability.

Envision Yourself at Barracuda

We’re looking for a Customer Success Manager (CSM) to join a growing team and support the organizational needs of our Customer Success group. The CSM role focuses on post-sale solution adoption and ongoing customer satisfaction. This role is responsible for working with sales, support, and product teams to plan and organize customer success strategies. The ideal candidate has strong customer management and business consultancy skills and is passionate about proactively engaging with their customers.

The CSM develops and maintains strategic relationships with the customers they support and becomes their trusted advisor. The CSM is also expected to be proficient in multiple families of Barracuda’s solutions. Individuals will drive the adoption of our solutions while also optimizing our global customer success retention and growth efforts. The individual in this role operates independently using standard approaches, existing tools, templates, and resources. They share knowledge and information that may benefit the team.

What you’ll be working on

• Establish a trusted/strategic advisor relationship with each customer and drive the continued value of Barracuda’s solutions
• Empathize with every aspect of the customer experience, putting customers’ needs first.
• Maintain high levels of customer engagement (including remote and occasionally on-site meetings) with a focus on customer satisfaction and loyalty.
• Work with clients to establish critical goals, or other key performance indicators and aid the customer in achieving their goals.
• Partner with the Sales organization in select competitive sales cycles to drive revenue opportunities in existing accounts.
• Escalate critical customer issues and ensure escalation ownership with internal resources.
• Act as Voice of the Customer and provide feedback to Support, Sales, Operations and Product teams.
• Identify, define and drive renewals, phased upsell and cross-sell opportunities from account base.

• Bachelor’s Degree preferred.
• 5 years of career experience.
• Experience in customer success role or equivalent experience increasing customer satisfaction, adoption, and retention.
• Experience managing and growing SaaS and/or subscription revenue within existing customer relationships.
• Excellent communications and Customer Service skills (active listening, written, oral, presentation).
• Strong analytical and problem-solving skills.
• Self-motivated, proactive team player with innovative ideas to inspire customer loyalty and adoption.
• Strong communication and interpersonal skills. Proven experience building strong internal and external relationships.
• Exceptional Time Management skills.

What you'll get from us

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