Director, Scaled Customer Success
Job ID 27-0007 (a)
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 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.
Envision yourself at Barracuda:
We are seeking a Director, Scaled Customer Success to build and run a global scaled Customer Success organization that delivers exceptional outcomes for thousands of customers through digital‑led, data‑driven programs. This role will define the strategy, operating model, and technology stack for tech‑touch motions, lifecycle adoption, and value realization—while partnering cross‑functionally to expand self‑service and partner‑led delivery at scale.
What you’ll be working on:
- Global Scaled CS Strategy: Define segmentation, lifecycle playbooks, automation, and digital engagement channels (in‑app, email, community, webinars) to drive adoption, advocacy, and expansion.
- Outcome‑Based Programs: Build lifecycle campaigns and success plans focused on measurable business outcomes and value realization across thousands of customers.
- Data & Measurement Framework: Establish health scores, leading indicators, cohort analytics, and telemetry; set targets for adoption, risk detection, and expansion propensity.
- Self‑Service & Productization: Partner with Product/Engineering to embed success motions into the product (guided setup, in‑app coaching) and scale knowledge experiences (docs, academy, community).
- Partner‑Led Delivery: Define programs and enablement for channel partners to deliver adoption and success motions globally with quality and consistency.
- Commercial Impact: Collaborate with Sales, Renewals, and Finance to improve NRR/GRR, expansion, and renewals while optimizing cost‑to‑serve.
- Leadership & Governance: Build and lead a high‑performing global team, manage budgets, and drive operational rigor through OKRs, dashboards, and continuous improvement.
What you bring to the role:
- Extensive Leadership Experience: 8+ years in Customer Success or customer experience leadership, including global scaled programs for thousands of customers.
- Proven Success at Scale: Track record of managing thousands of customers through digital/tech‑touch motions and automation.
- Analytical & Systems Expertise: Skilled in health scoring, telemetry, segmentation, and lifecycle experimentation; fluent with CS platforms, CRM, and marketing automation.
- Cross‑Functional Influence: Experience partnering with Product/Engineering to productize services and with partners to extend scaled delivery.
- Commercial Acumen: Demonstrated ability to drive retention and expansion while reducing cost‑to‑serve.
- Executive Communication & Change Leadership: Ability to set vision, influence across the C‑suite, and lead global transformation.
- Domain Knowledge: SaaS experience (security/cybersecurity a plus).
- Bachelor’s degree required; MBA or equivalent preferred.
- Ability to travel globally as needed.
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
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