Customer Programs Manager

✨ What you’ll be working on

As a Customer Programs Manager, you’ll help build the systems, programs, and post-sales processes that shape how customers interact with Backblaze after signing up. This is not a simple project-coordination role. You’ll be expected to create programs from scratch, improve them over time, and make sure they lead to real customer outcomes.

Your day-to-day work may include:

• Building and improving post-sales programs across onboarding, customer enablement, service standards, and escalation workflows
• Creating a more consistent customer experience across self-serve, enterprise, white-label, and OEM customer segments
• Building a Voice of Customer program using customer feedback, support trends, CSAT, NPS, and churn signals
• Turning customer feedback into actionable insights for Customer Success, Product, Support, and Sales
• Designing scalable onboarding and enablement programs that help customers reach value faster
• Creating customer education resources, onboarding content, and internal playbooks
• Supporting enterprise and partner onboarding with clearer handoffs, go-live criteria, readiness checklists, and escalation paths
• Tracking program health using metrics such as onboarding completion, time-to-value, support trends, retention, and customer satisfaction
• Improving post-sales workflows based on what’s working, what isn’t, and where customers are getting stuck
• Writing documentation, process guides, and playbooks that help internal teams deliver a more consistent customer experience

What Backblaze is looking for

This role is a strong fit for someone who has already built or owned customer-facing programs in a SaaS or cloud environment and wants more room to shape how post-sales works at a company level.

You’ll likely do well here if you’re comfortable working across multiple teams, can move between customer feedback and internal execution, and know how to turn customer experience problems into practical systems, workflows, and programs.

Required experience

• 5+ years of experience in Customer Success, Customer Experience, Program Management, or a similar post-sales role
• Experience in B2B SaaS, cloud infrastructure, or another technical product environment is strongly preferred
• Proven experience owning programs end-to-end, not just supporting them
• Experience building something from scratch, launching it, measuring its performance, and improving it over time
• Strong communication skills and comfort working with both technical and non-technical stakeholders
• Experience with Voice of Customer programs, CSAT, NPS, customer feedback systems, or similar post-sales analytics frameworks
• Ability to write clear documentation, process guides, and internal one-pagers
• A practical mindset: someone who can move from ideas to execution without getting stuck in endless planning

Nice to have

These aren’t required, but they can definitely help:

• Experience with white-label, OEM, or channel partner customer models
• Background in cloud storage, developer tools, or infrastructure-related products
• Familiarity with customer success tools like Gainsight, Totango, or ChurnZero
• Experience with reporting systems, customer program metrics, or operational dashboards

Why this role stands out

A lot of customer success or customer experience roles talk about “strategy,” but in reality you’re just inheriting someone else’s workflows and trying to keep them running. This one feels different.

Backblaze is pretty clear that they want someone to build the post-sales infrastructure, not just maintain it. That means onboarding programs, customer feedback systems, partner readiness, service standards, and internal playbooks all fall into your world. If you like creating structure where there currently isn’t enough of it, this role gives you room to do that.

It also looks like one of those roles where your work won’t disappear into the background. If onboarding improves, if churn signals are caught earlier, if customer feedback starts shaping product decisions more effectively that’s the result of the programs you build.

Benefits

• Healthcare coverage including dental and vision
• 401(k)
• RSU grants for full-time employees
• Employee stock purchase plan
• Flexible vacation policy
• Maternity and paternity leave
• MacBook Pro plus workstation stipend
• Childcare bonus
• Fertility support
• Learning and development support
• Commuter benefits
• Work culture focused on balance and sustainability

Important note

This is a remote US-based role sitting inside Backblaze’s Customer Success organization. It’s aimed at someone who can help build scalable post-sales systems across onboarding, customer feedback, partner programs, and customer enablement.