Customer Programs Manager

Backblaze; Deutschland; Vor Ort; EUR 65.000 - 120.000; Vollzeit

Zusammenfassung

Jobtailor is recruiting for a senior Customer Success role to own the post-sales experience, build the Voice of Customer engine, and create scalable enablement programs for enterprise accounts.

The ideal candidate has 5+ years in customer success, with a track record launching programs, turning feedback into actionable improvements, and communicating across technical and non-technical stakeholders. This role emphasizes outcomes and impact over extensive documentation.

Qualifikationen

• 5+ years in Customer Success, Customer Experience, or Program Management in B2B SaaS or cloud infrastructure.
• Launched a project from scratch; able to describe launch, metrics, and improvements.
• Able to communicate with both technical and non-technical stakeholders.
• Experience with VOC programs, NPS/CSAT, or customer feedback systems.
• Strong writing skills; able to produce exec-level one-pagers and CS team processes.
• Action-oriented with low tolerance for non-productive documentation.

Aufgaben

• Own the post-sales experience by defining service standards, escalation protocols, and onboarding playbooks.
• Build the Voice of Customer engine by turning feedback into clear insights for improvements.
• Create a scalable enablement program to accelerate customer success.
• Define end-to-end experience for white-label partners and enterprise accounts.
• Track program health using indicators to improve operations.
• Flag feature gaps and write playbooks and runbooks for consistency.

Kenntnisse

Customer Success

VOC programs

NPS/CSAT

Stakeholder management

Written communication

Program management

B2B SaaS

Cloud infrastructure

Jobbeschreibung

Responsibilities

• Own the post-sales experience by defining service standards, escalation protocols, and onboarding playbooks
• Build the Voice of Customer engine by synthesizing feedback into clear insights for improvements
• Create a scalable enablement program that accelerates customer success
• Define the end-to-end experience for white-label partners and enterprise accounts
• Track program health using indicators to improve operations
• Flag feature gaps and service readiness risks, writing playbooks and runbooks for consistency

Requirements

• 5+ years in Customer Success, Customer Experience, or Program Management — ideally in B2B SaaS or cloud infrastructure
• Built something from scratch and can describe what you launched, how you measured it, and what you'd do differently
• Comfortable moving between technical and non-technical stakeholders; able to hold a conversation with a solutions engineer and a CMO
• Real experience with VOC programs, NPS/CSAT frameworks, or customer feedback systems — able to turn data into actionable decisions
• Clear and precise writer: one-pager for the exec team and a detailed process document for the CS team are equally in your wheelhouse
• Bias toward action and a low tolerance for documentation that never turns into programs.