Customer Success Manager

Summary

Join Perforce's Delphix Customer Success Team as a Senior Customer Success Manager! In this role, you will build and maintain key customer relationships, orchestrate client engagement to drive value and retention, and ensure client referenceability. You will also facilitate executive-level engagements, monitor KPIs, manage escalations, and develop strategic account plans. The ideal candidate possesses 8+ years of experience in customer success, strong negotiation skills, and experience working with software and ideally in DevOps. This position offers a competitive salary, comprehensive benefits, and the opportunity to work with a talented team.

Requirements

• Experience negotiating and closing customer contracts (renewals & expansion)
• 8+ years history of success as a customer success manager, consultant, pre-sales, account management, technical account management or equivalent
• Experience working with reseller and services partners
• Track record of guiding technical conversations and persuading others to take action based on requirements
• Experience in Software and ideally in DevOps, Test Data Management, Agile, CI/CD and/or 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, excel and ROIs
• 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
• 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. Identify new use cases and new organizational contacts to expand on our customer’s realized value and organization success
• Responsible for reporting on renewal, customer health and risk forecasting of your client portfolio
• Responsible to create ROIs to promote value of customer's investment
• May be required to support additional products/brands as needed

Benefits

• Medical
• Dental
• Vision
• Retirement benefits
• Life insurance
• Wellness programs
• Total time off
• Other employee perks that may be offered by Perforce from time to time