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For Companies At a Glance
- Tasks: Drive customer success through scalable engagement and data-driven insights.
- Company: Join Barracuda, a leading cybersecurity company with a passion for protection.
- Benefits: Inclusive work environment, career growth, and opportunities to make an impact.
- Why this job: Help customers thrive while working with innovative cybersecurity solutions.
- Qualifications: Experience in customer success or SaaS roles; bilingual skills are a plus.
- Other info: Collaborative culture focused on diversity and equal opportunity.
The predicted salary is between 28800 - 48000 £ per year.
Come join our passionate team! 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 know a diverse workforce adds to our collective value and strength as an organization. Barracuda is 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 can be provided to prospective employees in accordance with local accessibility laws. 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.
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.
What You’ll Be Working On:
- 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 realisation. 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.
Required What You’ll Bring:
- Bilingual in French and or Italian is a plus
- 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.
Preferred:
- 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.
What Success Looks Like:
- Customers are engaged, informed, and seeing value from their Barracuda solutions.
- Improved adoption and customer health across the scaled portfolio.
- Reduced churn risk and stronger renewal outcomes.
- Scalable, repeatable programs that deliver a consistent customer experience.
Customer Success Manager I in Reading employer: Barracuda
Contact Detail:
Barracuda Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Manager I in Reading
✨Tip Number 1
Network like a pro! Reach out to current employees at Barracuda on LinkedIn or other platforms. Ask them about their experiences and any tips they might have for landing the Customer Success Manager role.
✨Tip Number 2
Prepare for the interview by understanding Barracuda's products inside out. Familiarise yourself with their cybersecurity solutions and think about how you can help customers realise value from these offerings.
✨Tip Number 3
Showcase your data-driven mindset! Be ready to discuss how you've used metrics in previous roles to improve customer engagement and retention. This will resonate well with the team at Barracuda.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're genuinely interested in being part of the Barracuda family.
We think you need these skills to ace Customer Success Manager I in Reading
Some tips for your application 🫡
Show Your Passion: When writing your application, let your enthusiasm for customer success and cybersecurity shine through. We want to see how excited you are about helping customers and making a difference in their experience with Barracuda!
Tailor Your Application: Make sure to customise your application to highlight your relevant experience in scaled customer success or SaaS roles. We love seeing how your background aligns with what we do at Barracuda, so don’t hold back on those details!
Be Clear and Concise: Strong written communication skills are key for this role. Keep your application clear and to the point, showcasing your ability to engage customers effectively. Remember, we’re looking for clarity and empathy in your writing!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy to do!
How to prepare for a job interview at Barracuda
✨Know Your Stuff
Before the interview, dive deep into Barracuda's products and services. Understand their cybersecurity solutions and how they help customers. This knowledge will not only impress your interviewers but also show that you're genuinely interested in the role.
✨Showcase Your Data Skills
Since the role involves using data to drive customer success, be prepared to discuss your experience with data analysis and customer success platforms like Gainsight or Salesforce. Bring examples of how you've used data to improve customer engagement or retention in previous roles.
✨Emphasise Communication Skills
As a Customer Success Manager, you'll need to communicate effectively with customers at scale. Prepare to share examples of how you've engaged customers clearly and empathetically, especially in high-volume situations. Highlight any bilingual skills, as they can be a big plus!
✨Be Ready for Scenario Questions
Expect questions that assess your problem-solving abilities in real-world scenarios. Think about challenges you've faced in customer success or account management and how you overcame them. Use the STAR method (Situation, Task, Action, Result) to structure your answers.