Customer Success Manager

Summary

Join Perforce as a Director of Customer Success for the Delphix brand! This customer-focused role involves managing and growing customer accounts, driving renewals and expansions, and ensuring customer success. You will collaborate with various internal teams (Sales, Engineering, Product) and external partners to maximize customer value from Delphix products. The ideal candidate possesses strong communication, negotiation, and problem-solving skills, along with experience in account management and software solutions. This position offers a competitive salary and a comprehensive benefits package, including medical, dental, vision, retirement, life insurance, wellness programs, and paid time off.

Requirements

• Bachelor’s Degree in Business, Computer Science, Information Systems, related major, or comparable education and work experience
• 5+ 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
• 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, mid and long-term goals
• Know the market and maintain a good knowledge of all key competitors
• Be responsible for renewal, health and risk forecasting and reporting on your client portfolio

Benefits

• Medical
• Dental
• Vision
• Retirement benefits
• Life insurance
• Wellness programs
• Total time off