Apply on Employer Site

Backblaze · 2 days ago

Customer Success Manager

United States

Full-time

Remote

Mid, Senior Level

$114K/yr - $135K/yr

3+ years exp

Backblaze is a leader in the object storage sector, committed to helping customers achieve success with their cloud storage solutions. The Customer Success Manager will be responsible for managing enterprise customer relationships, driving adoption of Backblaze's solutions, and identifying growth opportunities to ensure customer satisfaction and retention.

Cloud Data ServicesData ManagementData StorageInformation TechnologySoftware

Growth Opportunities

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

Qualification

Customer Success ManagementEnterprise Account ManagementSalesforceCloud/SaaS ExperienceCommunication SkillsNegotiation SkillsEmotional IntelligenceStrategic ThinkingProblem-Solving

Required

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

Well-organized, detail-oriented, and proactive with a strong level of emotional intelligence (EQ)