Sr. Sales Operations Analyst - Customer Success | LATAM

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 Sr. Sales Operations Analyst – Customer Success & Support!

About the Role

The Sr. Sales Operations Analyst for Customer Success & Support is a senior individual contributor responsible for supporting post-sale operations, including customer onboarding, renewals, expansions, and support workflows.

This role partners closely with Customer Success and Support teams to ensure systems, reporting, and processes enable consistent execution while maintaining strong alignment with Sales Operations standards and data governance.

What You’ll Do:

Customer Success & Support Operations

• Support Sales Operations functions related to post-sale execution, including:
• Customer lifecycle management
• Renewals and expansion tracking
• Support handoffs and visibility
• Ensure clean handoffs from Sales to Customer Success through consistent data, process adherence, and system workflows.
• Assist CS and Support leadership with operational reporting and insights.

Systems Administration & Support (CS & Support Stack)

• Serve as first-level system administrator for Customer Success and Support–related tools, including:
• Salesforce.com (account, opportunity, renewal, and reporting support)
• Customer Success platforms (e.g., Gainsight, Totango, Catalyst, ChurnZero, or similar)
• Support platforms (e.g., Zendesk or equivalent)
• Manage user access, permissions, basic configuration, and issue triage.
• Partner with Sales Ops leadership, IT, and CS on system improvements and integrations.
• Support rollout and adoption of new features and workflows.

Reporting & Operational Insights

• Build and maintain reporting to support:
• Renewals and expansion visibility
• Customer health and engagement tracking
• Support volume and responsiveness
• Ensure consistency between Sales, CS, and Support reporting definitions.
• Support forecasting inputs related to renewals and retention.

Documentation, SOPs & Team Support

Partner with Sales Operations Support Associate to:

• Provide frontline operational support to Customer Success and Support teams.
• Develop and maintain:
• System user guides
• CS and Support Operations SOPs
• Process documentation and workflow diagrams
• Support onboarding and enablement by reinforcing system usage and operational best practices.
• Assist with communications related to process or system changes.

Experience & Qualifications

• 5–7+ years of experience in Sales Operations, Revenue Operations, or CS Operations in a SaaS or recurring-revenue environment.
• Strong understanding of post-sale operations, including renewals, expansions, and customer lifecycle management.
• Hands-on experience with Salesforce.com (required).
• Experience supp