Customer Success Operations Analyst | Contract (LATAM + Philippines)

1 month ago
Contract
Senior
Business Intelligence
Backblaze

Backblaze

Backblaze is a pioneer in robust, scalable low-cost cloud backup and storage services, offering enterprise hot storage, low-cost backup and archive solutions. With the easiest way to back up all files, Backblaze provides unlimited, unthrottled, and unc...

IT Services
251-1K
Founded 2007

Description

  • Design and launch a Weekly Customer Signal Digest that combines product usage trends, intent data (e.g., G2, ZoomInfo), support signals (Zendesk), commercial activity (Salesforce, Gong), and role-based recipient alignment.
  • Define clear “ready for expansion” indicators based on usage growth, intent strength, engagement patterns, and support signals.
  • Create tiered customer segmentation that blends usage, intent, account profile, and lifecycle stage.
  • Pull, normalize, and analyze data from product usage systems, Salesforce (accounts, opportunities, renewals), Zendesk (ticket volume, sentiment, severity), Gong, and Tableau/BI tools.
  • Build a usage forecasting model to project customer growth, consumption patterns, and expansion potential.
  • Create or enhance dashboards that surface expansion-ready accounts, growth vs. risk signals, usage acceleration or saturation trends, and segment-level opportunity insights, and design reporting for multiple audiences (CS leadership, CSMs, growth roles, executives).
  • Design and automate digital expansion programs with Marketing and Customer Success, including trigger-based outreach, usage-driven campaigns, and intent-based plays.
  • Build automated routing logic to direct expansion signals to the appropriate role (high-touch CSMs, pooled/digital CS roles, technical or support-led motions).
  • Develop automated, QBR-style customer summaries at scale combining usage insights, support history, relationship and engagement signals, and expansion indicators.
  • Deliver clear documentation, handoff materials, and enablement so internal teams can own and operate the created insights, automations, and programs long-term.

Requirements

  • Availability for a focused 10–12 week contractor engagement to build and enable expansion programs.
  • 6–10+ years in Customer Success Analytics, Revenue Analytics, or Growth Intelligence roles.
  • Strong experience working across post-sales data sources (usage, support, intent, CRM).
  • Hands-on Salesforce experience, including workflows and routing logic.
  • Experience building forecasting models and customer segmentation frameworks.
  • Familiarity with Zendesk, Gong, ZoomInfo, G2, Tableau, or similar tools/BI platforms.
  • Strong analytical skills with the ability to translate complex data into actionable insights and explainable outputs.
  • Comfortable operating independently in a fast-moving, ambiguous environment and highly execution-oriented (build, test, ship).
  • Systems thinker who connects data, signals, and actions and is pragmatic and outcome-focused.
  • Strong cross-functional collaborator and disciplined about documentation and clean handoffs.

Interested in this position?

Apply directly on the company website

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