Senior Customer Success Manager - Delphix - East

Perforce Software; Maryland; On-site; USD 120,000 - 170,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

Retirement benefits

Life insurance

Wellness programs

Time off

Job summary

Perforce Software seeks a Senior Customer Success Manager to support Delphix customers in the eastern US region. You will own strategic relationships, drive value, renewals, and expansion opportunities while coordinating with cross-functional teams to deliver outcomes.

You will engage with Economic Buyers, manage risk, and lead initiatives to maximize customer health and retention. Travel as needed and collaborate with a broad ecosystem of sales, engineering and professional services.

Qualifications

• Bachelor's degree or equivalent experience in a relevant field.
• 8+ years in account management or customer success in software.
• Experience negotiating renewals and expansion contracts.
• Proven ability to manage executive-level relationships.

Responsibilities

• Establish and maintain relationships with key decision makers.
• Drive adoption, retention and renewal across accounts.
• Identify expansion opportunities with Delphix products.
• Lead value discussions with Economic Buyers to reinforce ROI.
• Coordinate with sales, solutions engineers and services teams.
• Monitor KPIs and report progress to stakeholders.
• Manage escalations and align internal teams for resolution.
• Develop strategic account plans for growth.

Skills

Account management

Customer success

Renewals & expansion

Negotiation

Cross-functional collaboration

Executive-level communication

Strategic account planning

Risk management

Team collaboration

Travel flexibility

Education

Bachelor's degree in Business/CS/IS

Tools

Gainsight

PowerPoint

Job description

Perforce is a community of collaborative experts, problem solvers, and possibility seekers who believe work should be both challenging and fun. We are proud to inspire creativity, foster belonging, support collaboration, and encourage wellness. At Perforce, you’ll work with and learn from some of the best and brightest in business. Before you know it, you’ll be in the middle of a rewarding career at a company headed in one direction: upward.

With a global footprint spanning more than 80 countries and including over 75% of the Fortune 100, Perforce Software, Inc. is trusted by the world’s leading brands to deliver solutions for the toughest challenges. The best run DevOps teams in the world choose Perforce.

Position Summary

Our Director of Customer Success at Perforce is searching for a Senior Customer Success Manager to join the team in support of Delphix customers in the eastern US region.

About You

You are customer-focused, who is experienced at managing and growing customer accounts. You have strategic conversations focused on KPIs and success criteria to drive value and secure renewal. You are comfortable in renewal conversations including financial terms with a history of meeting renewal and expansion targets. You naturally possess a high level of empathy and pay close attention to the needs of customers, helping them define and measure the value of the implemented solution. You can identify and mitigate risk as well as pull teams together to solve escalations. You have a high standard for excellence and feel a great sense of satisfaction when customers are successful. You can converse effectively with technical customers, economic buyers, internal teams, procurement and executives, as well identify and create new opportunities for growth with new customer departments. You are able to establish yourself as a trusted advisor with any level of resources.

Responsibilities

• Establish and maintain relationships with key decision makers within assigned accounts.
• Orchestrate relationships with assigned clients, which will include: defining value, increasing adoption and securing retention.
• Partner with the Delphix Account Team (Regional Sales Managers, Solutions Engineers and Professional Services) to find opportunities for expanded usage of Delphix.
• Hold business discussions with the Economic Buyer to reinforce value realized from the Delphix solution and identify expansion opportunities.
• Act as the Delphix liaison for technical inquiries, issues or escalations. This will include working with Support, Product Management (i.e. roadmaps), ENG or others as needed.
• Ensure client reference ability to support the Sales organization in expansions and closing processes.
• Facilitate executive-level engagements such as value assessment and realization, product strategy and EBRs.
• Measure and monitor customer’s achievement of critical and key performance indicators, reporting both internally and externally.
• Identify and manage escalations for successful resolution by driving internal and external team action items.
• Develop strategic account plans for 100% consumption and areas of growth based on customer’s short and long-term goals.
• Know the market and maintain a good knowledge of all key competitors.
• Identify new use cases and new organizational contacts to expand on our customer’s realized value and organization success.
• Be responsible for renewal, health and risk forecasting and reporting on your client portfolio.

Knowledge, Skills and Abilities

• Bachelor’s Degree in Business, Computer Science, Information Systems, related major, or comparable education and work experience.
• 8+ years of experience in account management/customer success in a software company.
• Experience negotiating and closing customer contracts (renewals & expansion).
• History of success as a customer success manager, consultant, pre-sales, account management, technical account management or equivalent.
• Track record of leading technical conversations and persuading others to take action based on requirements and value provided by solutions.
• Experience working in a development, testing or data management environment
• Understanding of DevOps, Test Data Management, Agile, CI/CD and Masking.
• Must work within a team environment with sales, field services and delivery teams.
• Knowledge of customer success tool such as Gainsight and efficient in creating PowerPoint presentations
• Has worked successfully with Partners in collaborating on customer’s success.
• Must be able to travel at times.

AI Fluency

Level 2: Skilled Prompter (Advanced Foundation / Early Proficient) - Crafts effective, outcome-oriented prompts, iterates to improve quality and speed, and validates AI outputs against business context and expectations.

Additionally, this position is eligible for benefits including, but not limited to, medical, dental, vision, retirement benefits, life insurance, wellness programs, total time off, and other employee perks that may be offered by Perforce from time to time. The actual offer will depend on a number of factors including, but not limited to, a candidate’s education, skills, qualifications, depth of experience and other relevant business considerations. Perforce reserves the right to amend or modify employee perks and benefits at any time.

All employees are expected to demonstrate AI fluency appropriate to their role and level, including responsible use of AI tools, sound judgment, and adherence to company AI governance and security policy standards.

www.perforce.com

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgement. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

This position is eligible for our quarterly customer success bonus plan.