Backblaze

Customer Success Manager

• 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.

• 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

Director of Customer Success

Marketing Operations

• Architect and implement complex integrations across HubSpot, Salesforce, LeanData, Outreach, and analytics platforms
• Leverage AI-driven tools to automate GTM workflows, enhance data accuracy, and accelerate execution across campaign operations, audience targeting, lead routing, and reporting
• Build sophisticated lead scoring algorithms using behavioral data, firmographic signals, and intent indicators from ZoomInfo, Clearbit, and G2
• Design automated lifecycle progression rules, routing logic, and SLA monitoring systems
• Create multi-touch attribution models and executive dashboards that show campaign contribution to pipeline
• Operationalize GTM plays with speed and precision to reduce campaign time-to-launch
• Collaborate with Sales, Field Marketing and Product Marketing teams to develop comprehensive account plans and follow-up strategies
• Lead strategic alignment across Marketing, SDR, Customer Success, Partner Marketing, and Sales to eliminate silos and drive unified execution
• Redesign lead handoff processes, scoring models, and routing logic; drive change management and personally implement technical automation workflows
• Establish proactive collaboration with Legal and Compliance to ensure marketing and GTM operations maintain regulatory adherence
• Partner with SDR leadership to optimize queue management and sequence strategy, doubling meeting rates for Tier 1 & Tier 2 accounts
• Ensure end-to-end campaign tracking infrastructure enables accurate attribution and ROI analysis from first touch to closed-won
• Build analytical frameworks that inform strategic business decisions and optimize program effectiveness
• Track and improve key metrics: Lead-to-MQL conversion, MQL-to-SDR contact rates, SDR meeting rates, and SLA adherence
• Troubleshoot campaign, workflow, and automation issues while maintaining database hygiene and data quality
• Lead and develop specialists across marketing automation, CRM administration, web operations and analytics; provide technical mentoring and strategic guidance

Director, GTM and Marketing Operations

Financial Planning and Analysis

• Own the roadmap for all finance and accounting platforms (NetSuite, expense systems, procurement tools, reporting platforms, etc.).
• Serve as the bridge between Finance leadership and technical delivery teams, ensuring systems are scalable, compliant, and aligned with business goals.
• Lead internal developers, analysts, and administrators who customize and configure NetSuite; manage relationships with third-party consultants, integrators, and support vendors.
• Direct NetSuite customization, scripting, workflows, and integrations with other systems (CRM, HRIS, payment processors, etc.); ensure compliance with accounting standards, audit requirements, and security policies; approve architecture and data model changes.
• Lead system upgrades, new module implementations, and integration projects; implement governance for change requests, testing, and release management; develop and maintain documentation for processes and configurations.

ERP and Finance Applications Lead

Network Operations

• Act as first point of contact for all customer affecting issues
• Be a Key Driver for managing the resolution of technical problems
• Ensure that incident management processes are following and that incident post-mortems are completed to capture process deviations and areas for improvement
• Deliver consistent communication to Management
• Respond to zabbix alerts/regular monitoring of zabbix, either by taking direct action on alerts or escalating. Acknowledge every alert if direct action taken, or with escalation point of contact.
• Make sure escalations are handed off successfully.
• Ensure health of pods across all sites (define pod alerts on zabbix).
• Work through daily filesystem checks for pods.
• Troubleshoot technical issues for DC Techs -> advanced pod questions, deployment questions, migration troubleshooting, and ansible playbook issues.
• Identification and escalating any potential issues regarding the network.
• Vault pre-deployment configuration and testing.
• Start Vault Migrations, monitor migration pods, handle applicable migration pod health checks.
• Document/Work on automating Daily Items.
• Document/Provide Network IP's for upcoming deployments.
• Monitor Releases/Updates to the Server Farm, escalate issues as they arise.
• Engaging in on-call rotation shifts.
• Assist fellow TechOps team members in handling tasks.
• Making recommendations for improvements in organizational productivity.
• Be able to work outside of normal business hours(weekend shift, holidays & evenings) as needed

Customer Success Manager

Director of Customer Success

Director, GTM and Marketing Operations

ERP and Finance Applications Lead

NOC Technician II