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 seeking a highly technical Customer Growth Intelligence Consultant to design and operationalize a scalable expansion intelligence engine.This is not a reporting role. This is a hands-on build engagement requiring deep technical execution across data extraction, modeling, automation, and BI architecture.

You will architect and deliver:

• A unified post-sales data model
• Automated expansion signal scoring
• Usage forecasting models
• Role-based routing logic
• Tableau dashboards powered by validated SQL datasets
• Python-driven automation and signal generation workflows

By the end of 12 weeks, Backblaze will have a durable, scalable growth intelligence system that internal teams can own — not a slide deck.This role requires advanced proficiency in Python, SQL, and Tableau and comfort directly querying warehouses, manipulating datasets, building predictive logic, and productionizing insights.

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 deploy a repeatable expansion scoring framework powered by:

• Product usage velocity and growth curves
• Consumption saturation modeling
• Intent data (G2, ZoomInfo)
• Zendesk support volume, sentiment, and severity signals
• Salesforce lifecycle and commercial activity
• Gong relationship and engagement metadata

Deliverables:

• Defined, weighted expansion signal model
• Signal scoring logic (rule-based and/or statistical modeling)
• Automated Weekly Customer Signal Digest (programmatically generated)
• Documented scoring methodology and explainability framework

Must demonstrate:

• Ability to normalize heterogeneous data sources
• Feature engineering capability
• Clear threshold logic and segmentation strategy

Data Integration & Analytics Foundation

This engagement requires hands-on technical execution.

You will:

• Write complex SQL queries across Salesforce, product usage tables, Zendesk, and Gong data
• Build normalized, analysis-ready datasets
• Align account-level joins across inconsistent identifiers
• Resolve data hygiene inconsistencies
• Create reusable data views powering Tableau dashboards

Required Technical Skills:

• Advanced SQL (multi-table joins, window functions, aggregations, cohort analysis)

• Python for:

• Data transformation (pandas)

• Feature engineering

• Model prototyping

• Forecasting (time series or regression modeling)

• Automated digest generation

• Tableau dashboard architecture (not just report building)

Deliverables:

• Centralized expansion intelligence dataset
• Usage forecasting model projecting growth trajectory and expansion probability
• Segmentation framework blending usage, lifecycle, and intent data
• Data dictionary and logic documentation

Forecasting & Predictive Modeling

Build a usage-driven growth forecasting model that:

• Projects consumption acceleration
• Identifies saturation risk
• Estimates expansion likelihood
• Surfaces growth inflection points

Model must be:

• Explainable
• Operationally usable
• Documented
• Validated against historical data

Experience with:

• Time-series modeling
• Cohort analysis
• Logistic regression or similar probability modeling
• Backtesting model accuracy

Dashboard & Executive Reporting Architecture

Design Tableau dashboards that:

• Surface expansion-ready accounts
• Highlight usage acceleration vs. stagnation
• Display segment-level opportunity trends
• Show risk vs. growth heatmaps

Dashboards must:

• Be powered by validated SQL logic
• Support role-based visibility (CSM, leadership, exec)
• Tie directly to routing workflows
• Reduce manual data pulls

Automation & Routing Logic

Operationalize insights into action:

• Python-driven weekly digest automation
• Trigger-based expansion routing
• Salesforce workflow logic to assign expansion-ready accounts
• Tiered routing (high-touch, pooled, digital)
• Campaign trigger exports for Marketing automation

Must design:

Signal → Score → Segment → Route → Measure → Iterate loop

Success Criteria

By end of engagement:

• Automated expansion signal model in production
• Python-driven weekly digest or alert framework
• SQL-backed Tableau dashboards adopted by teams
• Forecasting model with documented methodology
• Routing workflows live in Salesforce
• Reduced manual analysis by CS teams
• Clear documentation enabling internal ownership

Required Technical Profile

• Advanced SQL proficiency (complex joins, window functions, cohort queries)
• Strong Python proficiency (pandas, modeling, automation scripting)
• Advanced Tableau development (data modeling + dashboard architecture)
• Experience querying data warehouses (Snowflake, Redshift, BigQuery preferred)
• Deep Salesforce object model familiarity
• Experience integrating product usage, CRM, and support data
• Prior work building forecasting or scoring models

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

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 pay range for this contractor position is $57 - $83 per hour.

At Backblaze, we value being fair and good to our customers, partners, and employees. That’s why diversity, equity, and inclusion are at the core of our values. We are committed to fostering a workforce where all employees feel a sense of belonging regardless of race, ethnicity, nationality, gender, sexual orientation, age, religion, socio-economic status, ability, veteran status, and education. We believe that our dedication to cultivating a diverse workspace not only allows us to better serve our customers in over 175 countries, but further reinforces our commitment to doing the right thing. We are proud to be an Equal Opportunity Employer.

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