Customer Success Manager
Skills
- 3+ years in Customer Success or Account Management within cloud or SaaS environments
- Proven enterprise CSM experience with a track record of renewals and upsells
- Strong communication, presentation, and negotiation abilities
- Familiarity with Salesforce and CRM/customer success tooling; Gong is a plus
- Understanding of complex enterprise IT environments, procurement, and storage/workflow challenges
- Strategic thinking, problem solving, and high emotional intelligence (EQ)
Responsibilities
- Own success, retention, and growth for a portfolio of enterprise customers through tailored account plans.
- Collaborate with Account Executives to identify, qualify, and convert upsell and cross-sell opportunities.
- Build and maintain trusted executive-level relationships across customer organizations.
- Lead business reviews and technical calls to align Backblaze solutions with enterprise objectives and quantify value.
- Proactively identify and mitigate retention risks and communicate account health to Sales.
- Serve as the customer's voice internally, providing feedback to Product and Engineering.
- Track, analyze, and report on key customer success metrics and recommend improvements.
Education
- Bachelor's degree or equivalent professional experience (preferred)
Benefits
- Healthcare including dental and vision for family
- Competitive compensation and 401(k)
- RSU grants and Employee Stock Purchase Plan (ESPP)
- Flexible vacation policy and parental leave
- MacBook Pro plus workstation stipend
- Childcare bonus and fertility support
- Learning & development programs and commuter benefits
- Remote-friendly culture with work-life balance focus
Average salary estimate
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