Sr. Customer Success Manager

Backblaze is the object storage leader in the open cloud movement, fueling customer success with cloud storage built purposefully to unlock budgets, unburden administrators, and unleash innovators. Together with our partners, we’re helping customers break free from the restrictive, overpriced legacy solutions that hold them back, and blaze forward with the full power of the open cloud in their hands.

Founded in 2007, we scaled the business with less than $3 million in outside funding until 2021, when we did a traditional IPO on the Nasdaq stock exchange. Today, Backblaze generates over $100m in revenue and is the leading specialized storage cloud - managing over three billion gigabytes of data storage for 500K+ customers in 175+ countries, including businesses, developers, IT professionals, and individuals.

But while there is a lot to celebrate in our past, there is almost as much opportunity ahead of us. We are seeking an Senior Enterprise Customer Success Manager (Assigned Portfolio)!

About the Role:

As a Senior Customer Success Manager, Enterprise - Strategic Accounts & Enablement, you will be a pivotal leader within our post-sales organization, directly managing a portfolio of our most strategic enterprise customers while also contributing significantly to the evolution of our enterprise customer success practices. You will blend strategic account management with proactive customer engagement, focusing on driving significant commercial growth, ensuring long-term retention, and collaborating with the team to establish best practices for enterprise customer success. Your experience will be crucial in shaping our approach to this key market segment, and you will be a valuable resource for the team as we collectively enhance our enterprise capabilities, working in close partnership with our Account Executive team.

What You’ll Do:

• Strategic Enterprise Account Leadership & Growth Collaboration: Own and drive the success and growth of a select portfolio of Backblaze's most strategic enterprise customers, developing and executing tailored account plans in close collaboration with assigned Account Executives to maximize overall account potential.
• Drive Significant Commercial Outcomes & Partner with Sales: Be directly responsible for achieving key commercial metrics within your strategic 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.
• Executive-Level Relationship Building & Sales Alignment: Cultivate and maintain strong, trusted relationships with executive stakeholders within your enterprise accounts, ensuring alignment with Account Executive strategies to facilitate both retention and growth.
• Strategic Business Reviews & Opportunity Identification: Lead high-level 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.
• Collaborate on Enterprise Best Practices & Sales Enablement: Work closely with the existing Customer Success team and partner with Sales leadership to share your insights and experience, helping to refine our strategies and approaches for engaging with enterprise clients and ensuring a seamless customer journey from initial sale through ongoing growth.
• Contribute to Enterprise CSM Framework Development & Sales Alignment: Leverage your deep experience to significantly contribute to the development and implementation of frameworks, processes, and playbooks specifically designed for enterprise customer success, ensuring strong alignment with sales processes and goals.
• Identify & Qualify High-Value Growth Opportunities for Sales: Proactively identify and qualify substantial upsell and cross-sell opportunities within your strategic accounts, developing a strong understanding of customer needs and effectively handing off qualified leads to Account Executives for closure.
• Proactive Risk Management & Sales Communication: 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.
• Serve as the Voice of Enterprise Customers & Sales Advocate: Advocate for the unique needs and requirements of our enterprise customers internally, providing critical feedback to Product, Engineering, and other t