Sr. Customer Programs Manager

Location: Remote - United States | Department: Customer Success | Reports to: VP, Customer Success
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.

As Sr. Customer Programs Manager, you'll sit at the intersection of CS, Support, Product, and Sales and own the programs that define how customers experience Backblaze after they sign. Voice of Customer. Onboarding. Enablement. Partner readiness. Service standards across every motion - direct, white-label, OEM, self-serve. You'll work alongside the VP of Customer Success and a lean, senior team with a mandate that's clear: make customers stick, grow, and tell other people about us.

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.
What You'll Do

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. From the self-serve developer to the Fortune 500 AI/ML deployment, the experience should be consistent, intentional, and yours to design.

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. The best post-sales orgs are early warning systems for the rest of the company. Build the one that earns a seat in the roadmap conversation.

Make 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. Coordinate the work of an internal enablement specialist and keep it aligned to outcomes, not just content libraries.

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. These customers bring complexity. Your programs absorb it so your teams don't have to.

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). When something isn't working, change it. When something is, scale it. The goal is a post-sales operation that improves on its own signal.

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. The post-sales org runs on the infrastructure you build.
You'll Thrive in This Role If

You have 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've built something from scratch before and can describe exactly what you launched, how you measured it, and what you'd do differently
You're comfortable moving between technical and non-technical stakeholders; you can hold a conversation with a solutions engineer and a CMO in the same afternoon and be equally useful to both
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 For

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

Why This Role

You build, you own it. Every program you launch - onboarding, VOC, partner readiness - becomes permanent infrastructure that the next CS hire, the next enterprise segment, and the next product line inherits. This isn't a role where you hand things off. You own the outcome.

You're senior from day one. This is a founding role in a post-sales org being built deliberately, not inherited. You set the patterns, the playbooks, and the bar. What you ship in the first six months will still be running two years from now.

You compound. Every customer that onboards faster, every partner that goes live without escalation, every churn signal caught early - those are the results of infrastructure you built. The leverage accumulates.

You see the impact. Your work shows up in retention numbers, NPS scores, and expansion revenue. When the business asks why customers are growing - or leaving - your programs are part of the answer. You'll see it in the next forecast call.

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

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

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