An opportunity has emerged in our network for a Director of Customer Success at Backblaze, the object storage leader in the open cloud movement, generating over $125 million in revenue and managing over three billion gigabytes of data. This is a senior leadership, remote-US role that is fundamentally a builder’s role, requiring a blend of commercial accountability and operational scale.

The expected base salary range for this role is $169,000–$230,000, plus a comprehensive benefits package including RSU grants and an ESPP program.

The Role and Commercial Ownership

Reporting to the VP of Customer Success, this Director will be accountable for driving measurable growth through customer success, owning the entire revenue outcome from the customer base across all segments (enterprise to long-tail).

• Revenue Ownership & Growth:
  • Directly own Net Revenue Retention (NRR), Gross Revenue Retention (GRR), and expansion revenue targets across all customer segments.
  • Drive expansions, upsells, and renewals in close partnership with Sales.
  • Build playbooks and processes to consistently generate Customer Success Qualified Leads (CSQLs) and expansion opportunities.
  • Create rigorous account planning, QBR (Quarterly Business Review) 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 automated long-tail engagement. Implement scalable systems and automation to improve efficiency and expand coverage.
• Enterprise Leadership: Oversee strategic enterprise accounts, ensuring executive alignment and proactive growth strategies. Act as a senior escalation point while coaching CSMs to elevate their commercial acumen and executive presence.
• Cross-Functional Influence: Act as the customer’s advocate, partnering with Sales, Product, Marketing, and Support to maximize value delivery and capture, and elevate customer stories into advocacy and case studies.

Required Experience and Qualifications

The ideal candidate is a metrics-driven leader with a proven track record of converting customer value into measurable revenue growth within a SaaS environment.

• Experience: 10+ years in Customer Success, Account Management, or related SaaS leadership roles; at least 3+ years managing teams.
• Commercial Expertise: Proven track record of owning and delivering on revenue targets through expansions, upsells, and retention. Deep experience with enterprise accounts and commercial cycles.
• Mindset & Acumen: Metrics-driven mindset and fluency in key metrics (NRR, GRR, churn, CSQLs, expansion pipeline contribution). High EQ and executive presence.
• Operational Strength: Able to build scalable processes and frameworks (a true “builder’s role”).
• Technology Familiarity: Familiarity with Salesforce, CS platforms (Gainsight, ChurnZero, etc), and sales enablement tools (Gong a plus).