Director, Customer Success

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 $125m 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 Director of Customer Success to join our team!

About the Role:

The Director of Customer Success will be accountable for driving measurable growth through customer success. Reporting to the VP of Customer Success, you’ll own Net Revenue Retention (NRR) and be responsible for ensuring that expansions, upsells, and renewals are consistently delivered across enterprise, mid-market, SMB, and long-tail customers.

This is a builder’s role: you’ll architect and execute customer success motions that combine commercial accountability with operational scale. You’ll lead a team that delivers value to customers and converts that value into revenue outcomes for Backblaze.

What You'll Do:

Revenue Ownership & Growth

• Own NRR, GRR, and expansion revenue targets across the multiple customer segments.
• Drive expansions, upsells, and renewals in close partnership with Sales, ensuring customer value translates into measurable growth.
• Build playbooks and processes that consistently generate Customer Success Qualified Leads (CSQLs) and expansion opportunities.
• Create rigorous account planning, QBR frameworks, and value realization programs to prove ROI and drive commercial conversations.

Operational Rigor & Scale

• Design and execute customer journeys across all segments—from high-touch enterprise to pooled/automated long-tail engagement.
• Implement scalable systems and automation to improve efficiency and expand coverage.
• Partner with RevOps to forecast retention, expansion pipeline, and health metrics with precision.
  

Enterprise Leadership

• Oversee strategic enterprise accounts, ensuring executive alignment and proactive growth strategies.
• Act as senior escalation point while coaching CSMs to elevate their commercial acumen and executive presence.

Team Leadership & Enablement

• Build, mentor, and hold accountable a high-performing CS team focused on growth as well as retention.
• Foster a culture of commercial ownership, data-driven decision making, and customer-centricity.
• Provide coaching on account management, expansion qualification, and partnership with Sales.

Cross-Functional Influence

• Be the customer’s advocate while ensuring internal teams are aligned around growth opportunities.
• Partner with Sales, Product, Marketing, and Support to maximize value delivery and capture.
• Elevate customer stories into advocacy, references, and case studies to fuel the sales engine.

.The Right Fit:

• 10+ years in Customer Success, Account Management, or related SaaS leadership roles; at least 3+ years managing teams.
• Proven track record of owning and delivering on revenue targets through expansions, upsells, and retention.
• Deep experience with enterprise accounts and commercial cycles.
• Operational strength: able to build scalable processes and frameworks that turn customer value into measurable growth.
• High EQ and executive presence, with the ability to motivate teams and influence C-level stakeholders.
• Metrics-driven mindset; fluent in NRR, GRR, TTV, churn, CSQLs, adoption, and expansion pipeline contribution.
• Familiarity with Salesforce, CS platforms (Gainsight, ChurnZero, etc), and sales enablement tools (Gong a plus).

Backblaze Perks: 

• 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 

To provide greater transparency to candidates, we share base pay ranges for all US-based job postings regardless of state. We set standard base pay ranges for all roles based on function, level, and country location, benchmarked against similar-stage growth companies. Final offer amounts are determined by multiple factors, including candidate location, skills, depth of work experience, and relevant licenses/credentials, and may vary from the amounts listed below.

At Backblaze, we value being fair and good to our customers, partners, and employees. That’s why diversity, equity, and inclusion are at the core of our values. We are committed to fostering a workforce where all employees feel a sense of belonging regardless of race, ethnicity, nationality, gender, sexual orientation, age, religion, socio-economic status, ability, veteran status, and education. We believe that our dedication to cultivating a diverse workspace not only allows us to better serve our customers in over 175 countries but further reinforces our commitment to doing the right thing. We are proud to be an Equal Opportunity Employer.

To understand more about the data we collect and process as part of your application, please view our Backblaze Employee Privacy Notice.