Director, Scaled Customer Success

Job ID 27-0007 (a)

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. Barracuda MSP is on the cutting edge of data security, delivering an exceptional customer experience for its channel partners. Serving over 2000 partners, and nearly 40,000 small businesses, Barracuda MSP is helping to ensure that no small business goes out of business from data loss.

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 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