Customer Programs Manager

About the role

We're building a post-sales organization at Backblaze that actually scales — and most cloud companies take years to get this right.

This is not a coordinator role. You will not be maintaining someone else's programs. You will be building them from scratch, owning them end-to-end, and turning customer insight into company strategy.

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.
• 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.
• Makes 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.
• 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.
• 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).
• 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.

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 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

Bonus points

• Experience with white-label, OEM, or channel partner models
• 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

Qualifications

• 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

Skills

• Strong communication and stakeholder management skills
• Ability to synthesize complex data into actionable insights
• Experience with customer success platforms and tools
• Ability to build and maintain scalable programs

Benefits

• Healthcare for family, including dental and vision
• Competitive compensation and 401K
• RSU grants for full-time employees
• ESPP program
• Flexible vacation policy
• Maternity & paternity leave
• MacBook Pro to use for work, plus a generous stipend to personalize your workstation
• Childcare bonus (human children only)
• Fertility treatment and support
• Learning & development program
• Commuter benefits
• Culture that supports a healthy work-life balance

Pay

The base pay range for this position is $125,000 – $145,000.

Schedule

Remote — United States