Customer Success Manager

Backblaze is the object storage leader in the open cloud movement, seeking a Customer Success Manager to drive the success and growth of enterprise customers. The role involves strategic account leadership, collaboration with sales, and ensuring customers realize maximum value from Backblaze's solutions.

Responsibilities:

• 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:

• 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
• 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
• Familiarity with sales enablement platforms like Gong is a plus