Sr. Customer Programs Manager

Responsibilities

• Architect and own the end-to-end post-sales experience, including onboarding playbooks, service standards, and escalation protocols.
• Build and manage a Voice of Customer (VOC) engine by synthesizing CSAT, NPS, and churn signals into actionable insights for Product and Support teams.
• Develop scalable customer enablement programs, including content and certification paths, to reduce time-to-value.
• Design and run onboarding machines for complex segments, including white-label partners, OEM integrations, and enterprise accounts.
• Track program health using leading and lagging indicators such as NRR, retention, and onboarding completion rates.
• Act as connective tissue between CS, Support, Product, and Sales to flag feature gaps and ensure seamless handoffs.

Requirements

• 5+ years of experience in Customer Success, Customer Experience, or Program Management, ideally within B2B SaaS or cloud infrastructure.
• Proven track record of building scalable programs from scratch and owning them end-to-end.
• Proficiency with VOC, NPS, or CSAT frameworks and the ability to turn data into strategic decisions.
• Strong ability to communicate effectively with both technical stakeholders (engineers) and non-technical executives (CMOs).
• Exceptional written communication skills for creating executive one-pagers and detailed process documentation.
• A bias toward action and a focus on measurable outcomes.

Preferred Qualifications

• Experience managing white-label, OEM, or channel partner models.
• Background in cloud storage, infrastructure, or developer tooling.
• Familiarity with modern CS platforms such as Gainsight, Totango, or ChurnZero.
• Experience with data and reporting infrastructure used for program measurement.

Benefits

• Healthcare for family, including dental and vision.
• Competitive compensation, 401K, and RSU grants.
• ESPP program and flexible vacation policy.
• Maternity and paternity leave.
• MacBook Pro and a generous workstation stipend.
• Childcare bonus and fertility treatment support.
• Learning and development programs.

About the Company

Backblaze (NASDAQ: BLZE) is the object storage leader, providing a low-cost, high-performance alternative to major cloud providers. We power backup, media workflows, and AI/ML pipelines for over 500,000 customers ranging from solo developers to Fortune 500 enterprises.