• 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

At Qualia, we've built the leading B2B real estate technology that transforms the home buying and selling experience into a simple, secure, and enjoyable process. Our SMB and Enterprise products bring together users from across the real estate ecosystem---homebuyers and sellers, lenders, title and escrow agents, and real estate agents---onto a single shared digital closing platform, providing greater clarity and transparency to real estate transactions. Today, through our business customers across the country, millions of consumers use Qualia to close on homes every year. WHAT YOU'LL WORK ON As Qualia embarks on its next phase of growth, we are seeking an experienced Customer Success Manager to support and grow our SMB and mid-market customers. This person will help fuel our continued success and provide value to the customers of our robust, yet customizable Resware product. The CSM is ultimately responsible for assigned customers’ success and happiness with Resware and driving the retention and growth of these accounts. Your responsibilities include developing strong relationships with prospects and customers, connecting with key business executives and stakeholders, and being an advocate for the customer internally and with partners/vendors. You really care about your customers and are there to actively listen to their questions and be resourceful in working with our team to provide timely answers. You thrive on understanding their business and helping to identify ways that they can improve it through using our enterprise software and our services. You’re comfortable conducting business reviews with executives and their teams and have a flair for communications – breaking down challenges into digestible (and solvable!) chunks. RESPONSIBILITIES - Build and maintain strong, long-lasting client relationships through being a trusted guide and valued collaborator - Keep current on our evolving solutions and identify opportunities for your assigned customers to improve their business (and our revenue) - Ensure the timely and successful delivery of our solutions according to customer needs and objectives - Quarterback software optimizations and onboarding transitions for assigned accounts, in close partnership with our Professional Services team - Predict, track, and report on account health metrics, including customer satisfaction, adoption, and renewal revenue - Assist in contract renewals and service agreement negotiations with a focus on retention and growth - Collaborate with the Product team to surface customer feedback and influence improvements to the Resware experience - Help design and refine scalable account management processes, structures, and tools that benefit the broader team - Handle periodic client escalations with care and professionalism, knowing when to engage additional resources YOUR BACKGROUND THAT LIKELY MAKES YOU A MATCH - Experience as a CSM, Account Director, Account Manager, or Key Account Manager - Experience and knowledge in the Real Estate Title Insurance industry and with the Resware product are required - Ability to drive revenue from top accounts through a consultative, relationship-driven sales approach - Good listener who can understand customer needs and communicate Resware’s value proposition - Ambitious, enthusiastic, tenacious, and a top performer with a track record of consistently exceeding goals - Demonstrable work with and influence of key stakeholders at all levels of an organization, including executive and C-level - Excellent written and verbal communication skills - Proven ability to juggle multiple accounts at a time, while maintaining attention to detail - Experience working with complex Enterprise software for large complex accounts - Solid experience with CRM software (e.g. Salesforce, Zoho, or HubSpot) and productivity software (Microsoft Office or Google G-Suite) This role has a base annual salary of $90,000-$100,000 plus a competitive equity and benefits package. (Salary to be determined by relevant experience, location, knowledge, and skills of the applicant, internal equity, and alignment with market data.) WHY QUALIA Qualia is made up of incredibly bright, mission-driven coworkers who are passionate about using technology to solve real-world problems---and we're growing quickly. In order to continue building an engaging and dynamic organization, we're committed to giving everyone the support they need to do great work. Our benefits package is designed to allow our team members to be their best selves, both in and out of the workplace. In addition to comprehensive health plans, a 401k program, and commuter benefits, we prioritize family and personal well-being through professional development, parental leave, and a flexible time off policy. Qualia offers a robust online onboarding program to train new hires, biweekly all hands meetings, and a variety of internal virtual events to keep employees connected. We believe diverse perspectives and backgrounds are critical to building great technology, and our goal is to cultivate an environment where people feel equally valued and respected. Qualia is proud to be an equal-opportunity workplace, and we welcome applicants from all backgrounds regardless of race, color, ancestry, religion, gender identity or expression, sexual orientation, marital status, age, citizenship, socioeconomic status, disability, or veteran status. By submitting your application, you acknowledge and agree to the collection, processing, and use of your personal information as described in our Employee Data Privacy Notice. #LI-Remote