Success
Every Barracuda customer is supported by a Customer Success model matched to the scale and complexity of their environment. The table below compares the three models across the six service areas that shape your experience.
Service Area | Core (Digital) | Plus (Pooled) | Pro (Dedicated) |
|---|---|---|---|
Your contact | No CSM; a system-led digital experience | A pooled Customer Success team | A named CSM, dedicated 1-to-1 |
How we engage | One-to-many digital journeys, in-product guidance and automated outreach on risk signals | Digital plus targeted human touchpoints, triggered by risk, adoption gaps or renewal timing | Proactive, strategic partnership with clear accountability and continuous alignment |
Success planning | No formal plan; self-directed, tracked through usage and health signals | Formal plan twice a year: goals, initiatives, milestones, risks, owners | Full plan reviewed quarterly, with progress check-ins and status tracking against goals |
Business and value reviews | Automated reporting and product usage insights | Formal value review twice a year: progress, adoption, wins, risks and next priorities | Quarterly value review with a formal ROI scorecard, tailored to your sponsors |
Adoption programs | Self-service content, in-app guides and email nudges; no customization | Targeted, trigger-based campaigns, webinars and enablement, tuned by segment | Structured multi-product adoption plan, with enablement by stakeholder group |
Health and KPI reporting | Basic, generic reporting | Shared dashboard: usage, adoption, support trends, risk flags and milestones | Detailed dashboard plus an executive view: KPI trends, outcomes, risk and ROI |
Escalation advocacy | Standard support process | Priority handling, internal follow-up and incident command assist | Full cross-product advocacy, leadership coordination and executive communication |
Best suited to | Customers well served by digital guidance delivered at scale | Customers needing moderate guidance at key moments | High-value or complex environments needing a strategic partnership |
How our practices work
Practice | What it includes, where it applies |
|---|---|
Success plans | Business outcomes agreed with your stakeholders and mapped to your KPIs; use case and feature-level mapping; milestones with target dates, owners and success criteria; adoption and organizational risks; a 30-to-60-day action plan alongside longer-term initiatives. |
Value reviews | Executive summary; outcome progress against plan; adoption and usage insights by product, feature and user group; ROI and value realization through cost avoidance, efficiency gains and risk reduction; risk review; roadmap alignment; next-step plan. |
Adoption programs | Segmentation and triggers based on health scores and usage; a defined use case journey such as an advanced threat protection rollout; multi-step campaigns, webinars and one-to-one deep dives; playbooks and training; before and after measurement; a feedback loop into product. |
Health and KPI reporting | Health score; product adoption metrics such as active users, feature utilization and trend; engagement metrics; support and risk signals; renewal and commercial context; lifecycle stage from onboarding through adoption to renewal. |
Engagement cadence
Touchpoint | Core (Digital) | Plus (Pooled) | Pro (Dedicated) |
|---|---|---|---|
Success plan review | Self-service | Bi-annual | Quarterly |
Value Reviews | Automated reporting | Bi-annual | Quarterly |
Ad-hoc engagement | — | As needed | Anytime |
What your CSM does (Plus and Pro)
Your Customer Success Manager is your advocate within Barracuda, focused on helping you achieve your business outcomes:
Goal alignment — Understands your business objectives and aligns Barracuda solutions to your outcomes
Success planning — Develops and maintains a success plan with milestones and goals
Health monitoring — Tracks adoption, usage, and risk indicators for your deployment
Adoption guidance — Provides recommendations to increase product adoption and value
Escalation advocacy — Advocates on your behalf during critical issues and escalations
Renewal support — Proactively engages before renewal to ensure continuity
Expansion guidance — Identifies opportunities where additional solutions could benefit you
How to engage Customer Success
Plan | How to connect |
|---|---|
Core | Access digital success resources in Barracuda Campus; use self-service health dashboard in Cloud Control |
Plus | Your pooled CSM will reach out proactively; request engagement through your account team |
Pro | Direct access to your dedicated CSM; contact information provided during onboarding |
To discuss which model best fits your environment, or what it would take to move to a more hands-on model, speak to your Barracuda Customer Success contact.
For any queries, please email csleaders@barracuda.com