{"id":331,"date":"2025-10-01T13:10:22","date_gmt":"2025-10-01T13:10:22","guid":{"rendered":"https:\/\/skillbasedmatching.com\/jobs\/?post_type=jobpost&p=331"},"modified":"2025-10-01T13:10:24","modified_gmt":"2025-10-01T13:10:24","slug":"director-customer-success","status":"publish","type":"jobpost","link":"https:\/\/skillbasedmatching.com\/jobs\/current-jobs\/director-customer-success\/","title":{"rendered":"Director, Customer Success"},"content":{"rendered":"\n

An opportunity has emerged in our network for a Director of Customer Success<\/strong> at Backblaze<\/strong>, 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<\/strong> role that is fundamentally a builder’s role<\/strong>, requiring a blend of commercial accountability and operational scale.<\/p>\n\n\n\n

The expected base salary range for this role is $169,000\u2013$230,000<\/strong>, plus a comprehensive benefits package including RSU grants and an ESPP program.<\/p>\n\n\n\n

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The Role and Commercial Ownership<\/h3>\n\n\n\n

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

    \n
  • Revenue Ownership & Growth:<\/strong>\n
      \n
    • Directly own Net Revenue Retention (NRR), Gross Revenue Retention (GRR), and expansion revenue targets<\/strong> across all customer segments.<\/li>\n\n\n\n
    • Drive expansions, upsells, and renewals<\/strong> in close partnership with Sales.<\/li>\n\n\n\n
    • Build playbooks and processes to consistently generate Customer Success Qualified Leads (CSQLs)<\/strong> and expansion opportunities.<\/li>\n\n\n\n
    • Create rigorous account planning, QBR (Quarterly Business Review) frameworks, and value realization programs to prove ROI and drive commercial conversations.<\/li>\n<\/ul>\n<\/li>\n\n\n\n
    • Operational Rigor & Scale:<\/strong> Design and execute customer journeys across all segments\u2014from high-touch enterprise to automated long-tail engagement. Implement scalable systems and automation<\/strong> to improve efficiency and expand coverage.<\/li>\n\n\n\n
    • Enterprise Leadership:<\/strong> 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<\/strong>.<\/li>\n\n\n\n
    • Cross-Functional Influence:<\/strong> Act as the customer\u2019s advocate, partnering with Sales, Product, Marketing, and Support to maximize value delivery and capture, and elevate customer stories into advocacy and case studies.<\/li>\n<\/ul>\n\n\n\n
      \n\n\n\n

      Required Experience and Qualifications<\/h3>\n\n\n\n

      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.<\/p>\n\n\n\n

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

        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 […]<\/p>\n","protected":false},"author":1,"featured_media":0,"menu_order":0,"template":"","jobpost_category":[1440,46],"jobpost_job_type":[39],"jobpost_location":[1041],"jobpost_tag":[1431,1438,1437,1434,1439,1432,1412,1435,1436,1433,1430,81,855],"class_list":["post-331","jobpost","type-jobpost","status-publish","hentry","jobpost_category-customer-success","jobpost_category-data","jobpost_job_type-remote","jobpost_location-united-states","jobpost_tag-backblaze","jobpost_tag-churnzero","jobpost_tag-cloud-storage","jobpost_tag-commercial-leadership","jobpost_tag-csqls","jobpost_tag-customer-success","jobpost_tag-director","jobpost_tag-enterprise-accounts","jobpost_tag-gainsight","jobpost_tag-grr","jobpost_tag-net-revenue-retention-nrr","jobpost_tag-remote","jobpost_tag-saas"],"_links":{"self":[{"href":"https:\/\/skillbasedmatching.com\/jobs\/wp-json\/wp\/v2\/jobpost\/331","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/skillbasedmatching.com\/jobs\/wp-json\/wp\/v2\/jobpost"}],"about":[{"href":"https:\/\/skillbasedmatching.com\/jobs\/wp-json\/wp\/v2\/types\/jobpost"}],"author":[{"embeddable":true,"href":"https:\/\/skillbasedmatching.com\/jobs\/wp-json\/wp\/v2\/users\/1"}],"wp:attachment":[{"href":"https:\/\/skillbasedmatching.com\/jobs\/wp-json\/wp\/v2\/media?parent=331"}],"wp:term":[{"taxonomy":"jobpost_category","embeddable":true,"href":"https:\/\/skillbasedmatching.com\/jobs\/wp-json\/wp\/v2\/jobpost_category?post=331"},{"taxonomy":"jobpost_job_type","embeddable":true,"href":"https:\/\/skillbasedmatching.com\/jobs\/wp-json\/wp\/v2\/jobpost_job_type?post=331"},{"taxonomy":"jobpost_location","embeddable":true,"href":"https:\/\/skillbasedmatching.com\/jobs\/wp-json\/wp\/v2\/jobpost_location?post=331"},{"taxonomy":"jobpost_tag","embeddable":true,"href":"https:\/\/skillbasedmatching.com\/jobs\/wp-json\/wp\/v2\/jobpost_tag?post=331"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}