• Partner with our customers in taking what was established in the pre-sales command plan, and turning the customers desired positive business outcomes into actionable objectives • Know the GitLab platform, our more common best practices, and use cases in order to guide the customer • Understand the customer journey and be able to guide them on future adoption • Act as the GitLab liaison for GitLab questions, issues, or escalations. Collaborate with GitLab Support, Product Management (i.e., roadmaps), or other teams as needed • Own a book of assigned customers, with a focus on increasing adoption, ensuring retention and growth, and overall customer satisfaction • Remain knowledgeable and up-to-date on GitLab releases

• Act as an operational point of contact for client communication alongside the CSM. • Respond to client inquiries through async channels and maintain clear, professional communication that reflects Yellowstone Local standards. • Assist with onboarding logistics by gathering required documentation, preparing systems, and coordinating with internal teams to ensure new clients are properly set up and supported. • Track deliverables, manage follow-ups, and ensure commitments made during client calls are completed. • Maintain organized documentation of communications and account activity. • Maintain accurate client records in HubSpot, track engagement data, and support the preparation of reports that help the CSM monitor client performance and outcomes. • Work across recruiting and support teams to ensure client-related tasks are completed on time and properly documented. • Track engagement signals, timelines, and operational performance indicators. • Assist the CSM by identifying potential opportunities for additional services and preparing supporting documentation or insights for retention and growth discussions.

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description This role offers the opportunity to drive meaningful outcomes for strategic customers by ensuring they achieve maximum value from their technology investments. You will own the onboarding, adoption, and long-term success of an assigned portfolio of clients, building strong relationships and acting as a trusted advisor. The position requires cross-functional collaboration with Sales, Product, Marketing, and Technical teams to improve customer satisfaction, retention, and growth. You will also identify opportunities for advocacy, expansion, and upsell while providing actionable insights that inform strategy. This is a highly visible role that balances customer engagement, process optimization, and strategic influence, ideal for a proactive, customer-focused professional. The environment encourages innovation, continuous learning, and measurable impact. - Own the overall success, adoption, and value realization for a portfolio of strategic customers, ensuring long-term engagement and satisfaction. - Lead customer onboarding, coordinate cross-functional resources, and guide customers toward best practices for platform adoption. - Conduct regular business reviews, serve as a trusted advisor, and align with internal teams to drive renewals and mitigate churn risk. - Identify and support cross-sell and upsell opportunities in collaboration with Sales teams (non-quota-carrying). - Advocate for customers internally, providing insights to Product, Marketing, and Technical teams to influence roadmap, offerings, and customer experience. - Contribute to the evolution and scalability of the Customer Success function through process improvements, engagement models, and best practice documentation. - Partner with executive leadership on escalations, sponsorship, and strategic initiatives to maximize account value. Qualifications - Approximately 10 years of experience managing strategic or key customer accounts, with strong focus on outcomes, customer impact, and business growth. - Deep understanding of Internet Service Provider (ISP) industry operations, including go-to-market strategies, service provisioning, customer service models, and wireless technologies. - Ability to influence through persuasion, negotiation, and consensus-building while maintaining empathy and commercial awareness. - Solid understanding of recurring revenue models and key drivers of customer lifetime value. - Analytical, structured, and process-oriented mindset, able to translate insights into actionable strategies. - Excellent written, verbal, and presentation skills for both technical and executive audiences. - Bachelor’s or Master’s degree in a relevant field, or equivalent practical experience. - Willingness and ability to travel as required. - Growth-oriented, innovative, and proactive mindset. Benefits - Competitive base salary range of $106,000 – $147,000 annually, plus bonus, equity, and benefits. - 401(k) plan with company match. - Comprehensive health, dental, and vision coverage. - Life insurance and other employee wellness benefits. - Flexible remote work and collaborative, innovative work environment. - Opportunities for professional development, career growth, and measurable impact. Company Description

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 #LI-Remote