Customer Programs Manager

Backblaze

Customer Programs Manager at Backblaze managing post-sales experience across customers. Designing onboarding, VOC programs, and partner readiness initiatives for B2B SaaS environments.

Posted 7/6/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSenior💰 $125,000 - $145,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Customer Success and Experience, with a strong focus on building scalable programs and synthesizing customer feedback into actionable insights. Proficient in defining service standards and managing the end-to-end experience for B2B SaaS and cloud infrastructure partners.

Highest-signal resume keywords

Customer Success ManagementVoice Of Customer (VOC) ProgramsNPS/CSAT FrameworksProgram DevelopmentStakeholder Communication

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Program ManagementData AnalysisOnboarding PlaybooksService Standards DefinitionFeedback Synthesis

Soft Skills

Clear WritingBias Toward ActionInterpersonal Communication

Industry Keywords

B2B SaaSCloud InfrastructureCustomer ExperiencePost-Sales ExperienceOperational Improvement

Tech Stack

Tools & technologies

Cloud

About the role

Key responsibilities & impact

Own the post-sales experience by defining service standards, escalation protocols, and onboarding playbooks
Build the Voice of Customer engine by synthesizing feedback into clear insights for improvements
Create a scalable enablement program that accelerates customer success
Define the end-to-end experience for white-label partners and enterprise accounts
Track program health using indicators to improve operations
Flag feature gaps and service readiness risks, writing playbooks and runbooks for consistency

Requirements

What you’ll need

5+ years in Customer Success, Customer Experience, or Program Management — ideally in B2B SaaS or cloud infrastructure
Built something from scratch and can describe what you launched, how you measured it, and what you'd do differently
Comfortable moving between technical and non-technical stakeholders; able to hold a conversation with a solutions engineer and a CMO
Real experience with VOC programs, NPS/CSAT frameworks, or customer feedback systems — able to turn data into actionable decisions
Clear and precise writer: one-pager for the exec team and a detailed process document for the CS team are equally in your wheelhouse
Bias toward action and a low tolerance for documentation that never turns into programs.

Benefits

Comp & 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