Customer Success Manager
Backblaze
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteSalary
💰 $114,000 - $135,000 per year
Job Level
Mid-LevelSenior
Tech Stack
Cloud
About the role
- Own and drive the success and growth of a portfolio of Backblaze's enterprise customers, developing and executing tailored account plans in close collaboration with assigned Account Executives to maximize overall account potential.
- Be responsible for achieving key commercial metrics within your 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.
- Cultivate and maintain strong, trusted relationships with key stakeholders within your enterprise accounts, ensuring alignment with Account Executive strategies to facilitate both retention and growth.
- Lead 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.
- Proactively identify and qualify substantial upsell and cross-sell opportunities within your accounts, developing a strong understanding of customer needs and effectively handing off qualified leads to Account Executives for closure.
- 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.
- Advocate for the unique needs and requirements of your enterprise customers internally, providing critical feedback to Product, Engineering, and other teams, while also understanding and supporting sales strategies for account growth.
- Monitor, analyze, and report on key customer success metrics for your portfolio, providing insights and recommendations for continuous improvement and highlighting opportunities for joint success with the Sales team.
Requirements
- 3+ years of progressive experience in Customer Success or Account Management within a cloud or SaaS environment, with a demonstrable track record of success with enterprise clients.
- Proven experience in a dedicated Enterprise CSM role, consistently achieving commercial targets and fostering long-term strategic partnerships.
- Excellent communication, presentation, and negotiation skills, with the ability to articulate value to stakeholders and effectively collaborate with colleagues.
- Strong understanding of complex enterprise IT environments, procurement processes, and organizational structures.
- 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 of our enterprise customer success program as a collaborative team.
Benefits
- 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
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
Customer SuccessAccount ManagementEnterprise CSMCommercial MetricsUpsellingCross-sellingCustomer Success MetricsStrategic Growth OpportunitiesValue PropositionProblem-solving
Soft skills
CommunicationPresentationNegotiationCollaborationStrategic ThinkingInfluencingRelationship BuildingTrust BuildingProactive IdentificationFeedback Provision