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.

Healthcare for family, including dental and vision
Competitive compensation and 401K
RSU grants for full-time employees
ESPP program
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

Director, Enterprise Support

Key skills