Client Success Manager, Telecom
Digital Direction
Cloud
Job Level
Mid-LevelSenior
Tech Stack
Cloud
About the role
- Key individual contributor within post-sales organization, directly responsible for the success, retention, and growth of assigned portfolio of enterprise customers.
- Proactively engage with customers to drive adoption of Backblaze solutions and ensure customers realize maximum value.
- Develop and execute tailored account plans in close collaboration with assigned Account Executives to maximize account potential.
- Be responsible for achieving renewals, significant upsells, cross-sells, and overall revenue growth, partnering with Account Executives to identify, qualify, and strategically position expansion opportunities for closure.
- Cultivate and maintain trusted relationships with key stakeholders within 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 high-value upsell and cross-sell opportunities within accounts and hand off qualified leads to Account Executives for closure.
- Identify and mitigate potential risks to retention and growth, maintaining clear and consistent communication with Account Executives regarding account health and potential expansion blockers.
- Advocate for 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 the portfolio, providing insights and recommendations for continuous improvement and highlighting opportunities for joint success with the Sales team.
Requirements
- Well-organized, detail-oriented, and proactive with a strong level of emotional intelligence (EQ).
- 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.
