Customer Success Manager I

• 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. 

• 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. 

• 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. 

• 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. 

• 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. 

• Bilingual in English & Italian 
• 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. 

• 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. 

• 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

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