Backblaze

Director of Customer Success

Backblaze

full-time

Posted on:

Origin:  • 🇺🇸 United States

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Salary

💰 $169,000 - $230,000 per year

Job Level

Lead

Tech Stack

Cloud

About the role

  • Own NRR, GRR, and expansion revenue targets across multiple customer segments
  • Drive expansions, upsells, and renewals in close partnership with Sales
  • Build playbooks and processes that consistently generate Customer Success Qualified Leads (CSQLs) and expansion opportunities
  • Create rigorous account planning, QBR frameworks, and value realization programs to prove ROI and drive commercial conversations
  • Design and execute customer journeys across all segments—from high-touch enterprise to pooled/automated long-tail engagement
  • Implement scalable systems and automation to improve efficiency and expand coverage
  • Partner with RevOps to forecast retention, expansion pipeline, and health metrics with precision
  • Oversee strategic enterprise accounts, ensure executive alignment, and act as senior escalation point while coaching CSMs
  • Build, mentor, and hold accountable a high-performing CS team focused on growth as well as retention
  • Foster a culture of commercial ownership, data-driven decision making, and customer-centricity
  • Provide coaching on account management, expansion qualification, and partnership with Sales
  • Partner with Sales, Product, Marketing, and Support to maximize value delivery and capture
  • Elevate customer stories into advocacy, references, and case studies to fuel the sales engine

Requirements

  • 10+ years in Customer Success, Account Management, or related SaaS leadership roles; at least 3+ years managing teams
  • Proven track record of owning and delivering on revenue targets through expansions, upsells, and retention
  • Deep experience with enterprise accounts and commercial cycles
  • Operational strength: able to build scalable processes and frameworks that turn customer value into measurable growth
  • High EQ and executive presence, with the ability to motivate teams and influence C-level stakeholders
  • Metrics-driven mindset; fluent in NRR, GRR, TTV, churn, CSQLs, adoption, and expansion pipeline contribution
  • Familiarity with Salesforce, CS platforms (Gainsight, ChurnZero, etc), and sales enablement tools (Gong a plus)