Customer Success Manager

About Backblaze

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 a Customer Success Manager!

About the Role

As a Customer Success Manager, Enterprise Accounts, you will be a key individual contributor within our post-sales organization, directly responsible for the success, retention, and growth of your assigned portfolio of enterprise customers. You will proactively engage with these customers, drive adoption of our solutions, identify opportunities for expansion, and ensure they realize maximum value from Backblaze, while maintaining a strong partnership with the Sales organization.

What You’ll Do:

• Strategic Enterprise Account Leadership & Growth Collaboration: 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.
• Drive Significant Commercial Outcomes & Partner with Sales: 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.
• Executive-Level Relationship Building & Sales Alignment: 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.
• Strategic Business Reviews & Opportunity Identification: 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.
• Identify & Qualify High-Value Growth Opportunities for Sales: 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.
• 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 your enterprise customers internally, providing critical feedback to Product, Engineering, and other teams, while also understanding and supporting sales strategies for account growth.
• Track & Report on Enterprise Success & Sales Collaboration: 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.

The Right Fit:

• 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 organiz