Customer Programs Manager

Backblaze is a leading object storage company that powers backup, media workflows, AI/ML pipelines, and application hosting for a diverse customer base. The Sr. Customer Programs Manager will be responsible for architecting and managing post-sales programs to enhance customer experience and ensure success, working collaboratively across multiple departments.

Responsibilities:

• Own the post-sales experience. Define the service standards, escalation protocols, and onboarding playbooks that govern how Backblaze shows up after the sale — across every segment and every motion. From the self-serve developer to the Fortune 500 AI/ML deployment, the experience should be consistent, intentional, and yours to design
• Build the Voice of Customer engine. Synthesize CSAT, NPS, churn signals, support trends, and qualitative feedback into clear insights that move the needle in Product, Support, and CS. The best post-sales orgs are early warning systems for the rest of the company. Build the one that earns a seat in the roadmap conversation
• Make customers successful faster. Build a scalable enablement program — content, certification paths, and self-service resources — that cuts time-to-value for new customers and reduces load on CS and Support. Coordinate the work of an internal enablement specialist and keep it aligned to outcomes, not just content libraries
• Run the partner and enterprise onboarding machine. Define the end-to-end experience for white-label partners, OEM integrations, and enterprise accounts: readiness checklists, go-live criteria, escalation paths, and the handoff from Sales to post-sales delivery. These customers bring complexity. Your programs absorb it so your teams don't have to
• Turn data into programs, and programs into results. Track program health using leading indicators (onboarding completion, time-to-value, ticket trends) and lagging ones (NRR, CSAT, retention). When something isn't working, change it. When something is, scale it. The goal is a post-sales operation that improves on its own signal
• Be the connective tissue. Flag feature gaps and service readiness risks to Product before major releases. Bring Support into the Sales-to-CS handoff. Write the playbooks and runbooks that let teams deliver consistently at scale. The post-sales org runs on the infrastructure you build

Requirements:

• 5+ years in Customer Success, Customer Experience, or Program Management — ideally in B2B SaaS or cloud infrastructure — and you've owned programs end-to-end, not just supported them
• You've built something from scratch before and can describe exactly what you launched, how you measured it, and what you'd do differently
• You're comfortable moving between technical and non-technical stakeholders; you can hold a conversation with a solutions engineer and a CMO in the same afternoon and be equally useful to both
• You have real experience with VOC programs, NPS/CSAT frameworks, or customer feedback systems — and you know how to turn data into decisions that people actually act on
• You write clearly and precisely: a one-pager for the exec team and a detailed process doc for the CS team are equally in your wheelhouse
• You have a bias toward action and a low tolerance for documentation that never turns into programs
• Experience with white-label, OEM, or channel partner models — you understand the nuance of managing a partner who manages the end customer
• Background in cloud storage, infrastructure, or developer tooling
• Familiarity with modern CS platforms (Gainsight, Totango, ChurnZero) or support tooling
• Experience with data and reporting infrastructure that feeds program measurement