Fractional Customer Success Operations Analyst

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. #J-18808-Ljbffr

Created: 2026-04-20