Sr. Customer Programs Manager
New
B
Backblaze External WebsiteCloud Infrastructure
Remote — United StatesFull-TimeSenior
Salary$125,000 – $145,000
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Job Details
- Experience
- 5+ years
- Required Skills
- Customer Success
Requirements
- 5+ years of experience in Customer Success, Customer Experience, or Program Management.
- Proven experience in B2B SaaS or cloud infrastructure.
- Demonstrated ability to build programs from scratch, including measurement and iteration.
- Strong verbal and written communication skills with the ability to tailor messaging for executive and technical audiences.
- Experience with VOC (Voice of Customer) programs and NPS/CSAT frameworks.
- Familiarity with modern CS platforms like Gainsight, Totango, or ChurnZero.
- Experience with data and reporting infrastructure for program measurement.
- Understanding of white-label, OEM, or channel partner models.
- Bias toward action and capability to produce precise process documentation.
Responsibilities
- Define service standards, escalation protocols, and onboarding playbooks for all customer segments and motions.
- Build and maintain a Voice of Customer engine to synthesize churn signals, CSAT, NPS, and support trends.
- Develop scalable enablement programs, including content and certification paths, to reduce time-to-value.
- Manage the end-to-end onboarding experience for white-label partners, OEM integrations, and enterprise accounts.
- Track program health using leading and lagging indicators to drive operational improvements.
- Serve as the connective tissue between Product, Support, Sales, and CS teams to ensure service readiness.
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