Sr. Customer Success Manager

Job Description:

Backblaze is the object storage leader in the open cloud movement, fueling customer success with cloud storage built purposefully to unlock budgets, unburden administrators, and unleash innovators. Together with our partners, we’re helping customers break free from the restrictive, overpriced legacy solutions that hold them back, and blaze forward with the full power of the open cloud in their hands.

Founded in 2007, we scaled the business with less than $3 million in outside funding until 2021, when we did a traditional IPO on the Nasdaq stock exchange. Today, Backblaze generates over $100m in revenue and is the leading specialized storage cloud - managing over three billion gigabytes of data storage for 500K+ customers in 175+ countries, including businesses, developers, IT professionals, and individuals.

But while there is a lot to celebrate in our past, there is almost as much opportunity ahead of us. We are seeking an Senior Enterprise Customer Success Manager (Assigned Portfolio)!

About the Role:

As a Senior Customer Success Manager, Enterprise - Strategic Accounts & Enablement, you will be a pivotal leader within our post-sales organization, directly managing a portfolio of our most strategic enterprise customers while also contributing significantly to the evolution of our enterprise customer success practices. You will blend strategic account management with proactive customer engagement, focusing on driving significant commercial growth, ensuring long-term retention, and collaborating with the team to establish best practices for enterprise customer success. Your experience will be crucial in shaping our approach to this key market segment, and you will be a valuable resource for the team as we collectively enhance our enterprise capabilities, working in close partnership with our Account Executive team.

What You’ll Do:

• Strategic Enterprise Account Leadership & Growth Collaboration: Own and drive the success and growth of a select portfolio of Backblaze's most strategic enterprise customers, developing and executing tailored account plans in close collaboration with assigned Account Executives to maximize overall account potential.
• Drive Significant Commercial Outcomes & Partner with Sales: Be directly responsible for achieving key commercial metrics within your strategic accounts, including renewals, significant upsells, cross-sells, and overall revenue growth, working in tight partnership with Account Executives to identify, qualify, and strategically position expansion opportunities for closure.
• Executive-Level Relationship Building & Sales Alignment: Cultivate and maintain strong, trusted relationships with executive stakeholders within your enterprise accounts, ensuring alignment with Account Executive strategies to facilitate both retention and growth.
• Strategic Business Reviews & Opportunity Identification: Lead high-level Business Reviews and technical calls to align Backblaze's solutions with complex enterprise business objectives, quantify value, and proactively identify strategic growth opportunities to hand off to Account Executives for pursuit and closure.
• Collaborate on Enterprise Best Practices & Sales Enablement: Work closely with the existing Customer Success team and partner with Sales leadership to share your insights and experience, helping to refine our strategies and approaches for engaging with enterprise clients and ensuring a seamless customer journey from initial sale through ongoing growth.
• Contribute to Enterprise CSM Framework Development & Sales Alignment: Leverage your deep experience to significantly contribute to the development and implementation of frameworks, processes, and playbooks specifically designed for enterprise customer success, ensuring strong alignment with sales processes and goals.
• Identify & Qualify High-Value Growth Opportunities for Sales: Proactively identify and qualify substantial upsell and cross-sell opportunities within your strategic accounts, developing a strong understanding of customer needs and effectively handing off qualified leads to Account Executives for closure.
• Proactive Risk Management & Sales Communication: Identify and proactively mitigate potential risks to retention and growth within your enterprise accounts, maintaining clear and consistent communication with Account Executives regarding account health and potential expansion blockers.
• Serve as the Voice of Enterprise Customers & Sales Advocate: Advocate for the unique needs and requirements of our enterprise customers internally, providing critical feedback to Product, Engineering, and other teams, while also understanding and supporting sales strategies for account growth.
• Track & Report on Enterprise Success & Sales Collaboration: Monitor, analyze, and report on key customer success metrics for your portfolio and the broader enterprise segment, providing insights and recommendations for continuous improvement and highlighting opportunities for joint success with the Sales team.

The Right Fit:

• Deeply experienced, well-organized, detail-oriented, and highly proactive with exceptional emotional intelligence (EQ) and executive presence.
• 7+ years of progressive experience in Customer Success or Strategic Account Management within a cloud or SaaS environment, with a strong and demonstrable track record of success with enterprise clients.
• Proven experience in a dedicated Enterprise CSM role, consistently exceeding commercial targets and fostering long-term strategic partnerships.
• Excellent communication, presentation, and negotiation skills, with the ability to articulate value to C-level executives and effectively share knowledge with colleagues.
• Strong understanding of complex enterprise IT environments, procurement processes, and organizational structures.
• Extensive experience with Salesforce and other relevant CRM and customer success tools. Familiarity with sales enablement platforms like Gong is a plus.
• Strong understanding of workflow/storage challenges and the ability to articulate Backblaze's value proposition within complex enterprise use cases.
• Ability to be a strategic thinker, problem-solver, and influencer, capable of navigating complex challenges and driving positive outcomes for both the customer and Backblaze.
• Highly motivated by the success of enterprise customers and the opportunity to contribute to the growth and development of our enterprise customer success program as a collaborative team.

Backblaze Perks: 

• Healthcare for family, including dental and vision
• Competitive compensation and 401K  
• RSU grants for full-time employees 
• ESPP program  
• Flexible vacation policy 
• Maternity & paternity leave 
• MacBook Pro to use for work plus a generous stipend to personalize your  workstation 
• Childcare bonus (human children only) 
• Fertility treatment and support 
• Learning & development program 
• Commuter benefits 
• Culture that supports a healthy work-life balance 

To provide greater transparency to candidates, we share base pay ranges for all US-based job postings regardless of state. We set standard base pay ranges for all roles based on function, level, and country location, benchmarked against similar-stage growth companies. Final offer amounts are determined by multiple factors, including candidate location, skills, depth of work experience, and relevant licenses/credentials, and may vary from the amounts listed below.

The base pay range for this position is: 

• Non-Bay: $127,000 - $146,000
• San Francisco Bay: $144,000 - $153,000 

At Backblaze, we value being fair and good to our customers, partners, and employees. That’s why diversity, equity, and inclusion are at the core of our values. We are committed to fostering a workforce where all employees feel a sense of belonging regardless of race, ethnicity, nationality, gender, sexual orientation, age, religion, socio-economic status, ability, veteran status, and education. We believe that our dedication to cultivating a diverse workspace not only allows us to better serve our customers in over 175 countries, but further reinforces our commitment to doing the right thing. We are proud to be an Equal Opportunity Employer.

To understand more about the data we collect and process as part of your application, please view our Backblaze Employee Privacy Notice.