Jobs and Careers

Manager, Customer Success Operations

Alpharetta, United Statesfull_timeVerifiedPosted 16 Dec 2024

💰 $190,000/yr($166,000/yr – $190,000/yr)

About the role

Job ID: 25-453

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. 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 The Manager, Customer Success Operations is responsible for overseeing and managing the efficiency and function of the worldwide Customer Success organization. Reporting to the VP, Customer Success this role will work with our Customer Success leaders and internal partners support our Barracuda Customers efficiently and successfully. What you’ll be working on:

Responsible for implementing the right processes and procedures across the WW Customer Success organization with all tools and platforms needed to support our customers.
Act as the liaison for all business systems and cross function departments. Identifying which systems, we use in support, best practices optimization of process.
Working closely with internal stakeholders such as Renewals, Partner Success, Customer Success, Sales, MSP, Engineering, Product, Tech Support and Business Systems.
Develops long-term strategies, plans for infrastructure expansion, and implements automation initiatives.
Responsible for scheduling continual training for the product teams, scheduling for new product release training, infrastructure of new product releases.
Managing IT tickets for new hires, managing distros and access to product tools. Procurement of supporting tool.

What you bring to the role:

Bachelor’s degree or equivalent work experience.
5+ years of knowledge of the following business systems, Sales Force, JIRA, WIKI, Confluence, Slack, Gainsight
Must have excellent problem solving and communication skills, attention to detail, organized and a positive attitude.
Ability and judgement to influence, evaluate and manage conflicting priorities effectively in a fast-paced environment with cross functional teams, to influence and advocate the needs of the Support team.
5+ years of experience with managing business systems and influencing adoption across key functional areas.
Channel partner and/or Managed Service Partnership (MSP) experience
Enthusiasm for AI and/or AI implementation experience

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

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.California only: The anticipated on-target earnings range for this role is $166,000 - $190,000. Actual compens