Senior Customer Success Manager: Growth & Renewals

Perforce; New York (NY); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Retirement benefits

Life insurance

Wellness programs

Total time off

Job summary

Perforce is seeking a Senior Customer Success Manager to support Delphix customers in the eastern US region. You will manage and grow customer accounts, lead renewal conversations, and drive value through KPI-aligned success metrics.

You will collaborate with cross-functional teams, navigate technical discussions with economic buyers, and identify expansion opportunities while maintaining a trusted advisor relationship across resources. Occasional travel may be required.

Qualifications

• 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.

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.

Skills

Account management

Customer success

Negotiation

Renewals & expansion

Executive communication

Cross-functional collaboration

Travel readiness

Data-driven / KPI focus

Education

Bachelor’s Degree in Business, Computer Science, Information Systems, or related field

Tools

Gainsight

PowerPoint

Job description

Perforce is seeking a Senior Customer Success Manager to support Delphix customers in the eastern US region. You will manage and grow customer accounts, lead renewal conversations, and drive value through KPI-aligned success metrics.

You will collaborate with cross-functional teams, navigate technical discussions with economic buyers, and identify expansion opportunities while maintaining a trusted advisor relationship across resources. Occasional travel may be required.