[Remote] Customer Success Manager at Backbase

United States

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Not SpecifiedCompensation

Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Cloud Storage, Technology, SaaSIndustries

Requirements

Well-organized, detail-oriented, and proactive with a strong level of emotional intelligence (inferred from incomplete description)

Responsibilities

Own and drive the success and growth of a portfolio of Backblaze's enterprise customers, developing and executing tailored account plans in close collaboration with assigned Account Executives to maximize overall account potential
Be responsible for achieving key commercial metrics within your accounts, including renewals, significant upsells, cross-sells, and overall revenue growth, working in tight partnership with Account Executives to identify, qualify, and strategically position expansion opportunities for closure
Cultivate and maintain strong, trusted relationships with key stakeholders within your enterprise accounts, ensuring alignment with Account Executive strategies to facilitate both retention and growth
Lead Business Reviews and technical calls to align Backblaze's solutions with complex enterprise business objectives, quantify value, and proactively identify strategic growth opportunities to hand off to Account Executives for pursuit and closure
Proactively identify and qualify substantial upsell and cross-sell opportunities within your accounts, developing a strong understanding of customer needs and effectively handing off qualified leads to Account Executives for closure
Identify and proactively mitigate potential risks to retention and growth within your enterprise accounts, maintaining clear and consistent communication with Account Executives regarding account health and potential expansion blockers
Advocate for the unique needs and requirements of your enterprise customers internally, providing critical feedback to Product, Engineering, and other teams, while also understanding and supporting sales strategies for account growth
Monitor, analyze, and report on key customer success metrics for your portfolio, providing insights and recommendations for continuous improvement and highlighting opportunities for joint success with the Sales team

Skills

Key technologies and capabilities for this role

Customer SuccessAccount ManagementSales CollaborationRenewalsUpsellsCross-sellsStrategic PlanningEnterprise Accounts

Questions & Answers

Common questions about this position

What is the salary or compensation for the Customer Success Manager role?

This information is not specified in the job description.

Is this Customer Success Manager position remote or does it require office work?

This information is not specified in the job description.

What key skills are required for the Customer Success Manager role?

Key skills include strategic account leadership, driving renewals and revenue growth through upsells and cross-sells, building executive-level relationships, leading business reviews, and identifying growth opportunities.

What is the company culture like at Backblaze?

Backblaze emphasizes fueling customer success, innovation in open cloud storage, and collaboration between post-sales and sales teams to drive customer retention and growth.

What makes a strong candidate for this Customer Success Manager position?

Strong candidates excel at owning enterprise accounts, driving commercial outcomes like renewals and expansions, building trusted executive relationships, and collaborating closely with sales to identify and qualify growth opportunities.

Backbase

Engagement banking platform for digital transformation

About Backbase

Backbase offers an Engagement Banking Platform that helps banks modernize their customer interactions and internal operations by replacing outdated IT systems. The platform allows banks to enhance customer journeys and eliminate operational silos, empowering both customers and employees. Backbase stands out by providing out-of-the-box web and mobile solutions, along with Model Bank accelerators that simplify digital transformation. The company generates revenue through platform usage fees, comprehensive documentation, and training, while also enabling banks to create unique features with their open APIs and SDK.

Amsterdam, NetherlandsHeadquarters

2003Year Founded

$128.4MTotal Funding

GROWTH_EQUITY_VCCompany Stage

FintechIndustries

1,001-5,000Employees

Benefits

Hybrid Work Options

Risks

Emerging regulations like the EU AI Act may increase compliance costs for Backbase.

Competition from other fintech companies could erode Backbase's market share.

Integration challenges with TD Bank may arise if customer expectations are not met.

Differentiation

Backbase's platform offers seamless integration with any back-end system for banks.

The company provides out-of-the-box web and mobile journeys for digital transformation.

Backbase's Model Bank accelerators embody industry best practices for rapid implementation.

Upsides

Partnership with TD Bank enhances digital experiences for over two million cardholders.

Collaboration with Seven expands Backbase's influence in Africa and the Middle East.

Increased AI adoption in banking offers Backbase opportunities to enhance platform capabilities.

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