Customer Success Operations Analyst

Customer Success Operations Analyst at Backblaze

Backblaze is the object storage leader in the open cloud movement, fueling customer success with cloud storage built purposefully to unlock budgets, unburden administrators, and unleash innovators. Together with our partners, we’re helping customers break free from the restrictive, overpriced legacy solutions that hold them back, and blaze forward with the full power of the open cloud in their hands.

Founded in 2007, we scaled the business with less than $3 million in outside funding until 2021, when we did a traditional IPO on the Nasdaq stock exchange. Today, Backblaze generates over $100m in revenue and is the leading specialized storage cloud - managing over three billion gigabytes of data storage for 500K+ customers in 175+ countries, including businesses, developers, IT professionals, and individuals.

But while there is a lot to celebrate in our past, there is almost as much opportunity ahead of us. We are seeking a Customer Success Operations Analyst Contractor to join our growing team!

About The Role

Backblaze is engaging a Customer Success Operations Analyst Contractor for a focused, 10–12 week engagement to design and operationalize the data, signals, and programs needed to identify which customers are ready for expansion — and how to act on it at scale.

This is a build-and-enable role, not a steady-state operations position. You will work hands-on across data sources, systems, and workflows to create durable insights, automation, and reporting that powers post-sales growth across Customer Success, Support, Sales, and Marketing.

Success in this role means that by the end of the engagement; Backblaze has clear expansion signals, scalable digital motions, automated insights, and role-based routing that internal teams can own long-term.

What You'll Do

Customer Signals & Expansion Intelligence

• Design and launch a Weekly Customer Signal Digest combining:
• Product usage trends
• Intent data (e.g., G2, ZoomInfo)
• Support signals (Zendesk)
• Role-based recipient target alignment
• Commercial activity (Salesforce, Gong)
• Define clear “ready for expansion” indicators based on usage growth, intent strength, engagement patterns, and support signals.
• Create tiered customer segmentation blending usage, intent, account profile, and lifecycle stage.

Data Integration & Analytics Foundation

• Pull, normalize, and analyze data from:
• Product usage systems
• Salesforce (accounts, opportunities, renewals)
• Zendesk (ticket volume, sentiment, severity)
• Gong (commercial and relationship signals)
• Tableau or BI tools
• Build a usage forecasting model to project customer growth, consumption patterns, and expansion potential.
• Ensure insights are explainable, scalable, and operationally useful.

Dashboards & Executive Visibility

• Create or enhance dashboards that surface:
• Expansion-ready accounts
• Growth vs. risk signals
• Usage acceleration or saturation trends
• Segment-level opportunity insights
• Design reporting for multiple audiences, including CS leadership, CSMs, growth roles, and executives.
• Ensure outputs are actionable and usable for executive reporting, CSM prep, sales handoffs, and customer-facing discussions.

Digital & Scaled Growth Programs

• Design and automate digital expansion programs, in partnership with Marketing and Customer Success, including:
• Trigger-based outreach
• Usage-driven campaigns
• Intent-based plays
• Build automated routing logic to direct expansion signals to the appropriate role, including:
• High-touch CSMs
• Pooled or digital CS roles
• Technical or support-led motions

Customer Summaries & Enablement

• Build automated, QBR-style customer summaries at scale that combine:
• Usage insights
• Support history
• Relationship and engagement signals
• Expansion indicators
• Ensure summaries are easy to consume and reusable across internal and customer-facing workflows.
• Deliver clear documentation and handoff materials to enable long-term ownership by internal teams.

The Right Fit

• 6–10+ years in Customer Success Analytics, Revenue Analytics, or Growth Intelligence roles
• Strong experience working across post-sales data (usage, support, intent, CRM)
• Hands-on Salesforce experience, including workflows and routing logic
• Experience building forecasting models and customer segmentation frameworks
• Familiarity with tools such as Zendesk, Gong, ZoomInfo, G2, Tableau, or similar
• Strong analytical skills with the ability to translate complex data into actionable insights
• Comfortable operating independently in a fast-moving, ambiguous environment
• Highly execution-oriented — you build, test, and ship
• Systems thinker who connects data, signals, and actions
• Pragmatic and outcome-focused
• Strong cross-functional collaborator
• Disciplined about documentation and clean handoffs

Key skills/competency

• Customer Success Analytics
• Revenue Analytics
• Growth Intelligence
• Salesforce CRM
• Data Integration
• Forecasting Models
• Customer Segmentation
• Zendesk
• Gong
• Tableau