Senior Customer Success Manager

Job description

Envision yourself at Barracuda: 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. What you'll be working on: 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. What you bring to the role: 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. 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-qualified options High-quality health benefits Retirement Plan with employer match Career-growth opportunities Flexible Time Off and Paid Time Off benefits Volunteer opportunities The anticipated on-target earnings range for this role is CAD $94,000 - $125,000 CAD. At Barracuda, we believe in fair and equitable compensation practices that reflect both market realities and the unique circumstances of each geographical location. We recognize that cost-of-living disparities, market conditions, and other factors can significantly impact compensation expectations in different regions. The compensation range provided in this job description is for illustrative purposes only and may not reflect the actual compensation offers for the position in your location. Final compensation will be determined based on a variety of factors, including the candidates’ qualifications and experience. #LI-Remote