Backblaze External Website - Director, Enterprise Support
Requirements
• Operations background • You've scaled a service delivery function before. You know how to build operating models that hold up under growth and how to get a team performing consistently at a high level. • People leadership • People leadership • You've led teams of technical individual contributors and know how to develop, retain, and get the best out of people who are deeper in the technical weeds than you are. • You've worked with large, complex enterprise customers and understand the stakes, the expectations, and the relationship dynamics that come with it. • Process builder • Process builder • You know how to build structure that scales without creating bureaucracy. You make teams faster and more consistent — not slower. • Cross-functional influence • You've driven alignment across Engineering, Product, Sales, and Customer Success without direct authority. You build credibility through clarity, follow-through, and results. • Data orientation • Data orientation • You use data to understand what's working, what isn't, and where to focus. You're comfortable building reporting frameworks and presenting operational performance to senior leadership. • Comfort with ambiguity • You thrive in a fast-moving environment. You ask good questions, move with incomplete information, and make sound judgment calls under pressure. • Experience scaling a TAM, CSM, or technical support function at a SaaS or cloud infrastructure company • Background leading through a period of rapid growth or significant organizational change • Familiarity with cloud storage, developer tools, or infrastructure products — even if you're not an engineer yourself • Experience building or managing enterprise tiered service offerings
Responsibilities
• Lead and develop the team. Manage, coach, and grow a team of 7–8 Technical Account Managers. Invest in their development, raise the performance bar, and build a team culture where exceptional work is the norm. • Own enterprise customer outcomes. Partner with Sales, Customer Success, and Product to ensure our most strategic customers are receiving a consistently excellent, proactive support experience that reflects the Backblaze standard. • Scale the operating model. As our enterprise customer base grows, build the delivery frameworks, workflows, and service standards that allow the team to scale with it — without losing what makes us great. • Drive operational performance. Establish the KPIs, reporting cadences, and feedback loops that give leadership clear visibility into how enterprise support is performing — and where to invest next. • Build for scale. Identify the tooling, automation, and process improvements that increase capacity and consistency as we grow — so headcount isn't the only answer. • Be the connective tissue. Work cross-functionally with Engineering, Product, and Sales to resolve escalations, influence roadmap priorities, and ensure the enterprise customer voice is represented internally. • Codify and elevate. Partner with the Principal TAM and Senior Director to turn the team's deep expertise into repeatable, trainable processes that raise the floor across the entire function. • The Right Fit • The Right Fit • This is a specific hire for a specific moment. We need a seasoned operational leader who knows how to scale a high-performing team — someone who brings structure and strategy without slowing down what's already working.
Benefits
• Healthcare for family, including dental and vision • Competitive compensation and 401K • RSU grants for full-time employees • Flexible vacation policy • Maternity & paternity leave • MacBook Pro to use for work, plus a generous stipend to personalize your workstation • Childcare bonus (human children only) • Fertility treatment and support • Learning & development program • Commuter benefits • To provide greater transparency to candidates, we share base pay ranges for all US-based job postings regardless of state. We set standard base pay ranges for all roles based on function, level, and country location, benchmarked against similar-stage growth companies. Final offer amounts are determined by multiple factors, including candidate location, skills, depth of work experience, and relevant licenses/credentials, and may vary from the amounts listed below. • The base pay range for this position is $160,000 - $175,000
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