Customer Success Operations Analyst | Contract

About 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