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About the Role
The Senior Customer Success Manager will support Delphix customers in the eastern US region, focusing on managing and growing customer accounts, driving value, and securing renewals through strategic conversations about KPIs and success criteria.
Responsibilities
- Establish and maintain relationships with key decision makers within assigned accounts.
- Orchestrate relationships with assigned clients, including defining value, increasing adoption, and securing retention.
- Partner with the Delphix Account Team to find opportunities for expanded usage of Delphix.
- Hold business discussions with the Economic Buyer to reinforce value and identify expansion opportunities.
- Act as the Delphix liaison for technical inquiries, issues, or escalations, working with Support, Product Management, and ENG.
- Ensure client reference ability to support the Sales organization.
- 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.
- Identify and manage escalations for successful resolution.
- Develop strategic account plans for 100% consumption and areas of growth.
- Know the market and maintain knowledge of key competitors.
- Identify new use cases and new organizational contacts to expand customer value.
- Be responsible for renewal, health, and risk forecasting and reporting on the client portfolio.
Requirements
- 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.
- 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 tools such as Gainsight.
- Efficient in creating PowerPoint presentations.
- Has worked successfully with Partners in collaborating on customer’s success.
- Must be able to travel at times.
- Demonstrate AI fluency appropriate to role and level, including responsible use of AI tools, sound judgment, and adherence to company AI governance and security policy standards.
Skills
- Customer-focused
- Managing and growing customer accounts
- Strategic conversations focused on KPIs and success criteria
- Renewal conversations including financial terms
- Meeting renewal and expansion targets
- Empathy and attention to customer needs
- Identifying and mitigating risk
- Pulling teams together to solve escalations
- High standard for excellence
- Conversing effectively with technical customers, economic buyers, internal teams, procurement and executives
- Identifying and creating new opportunities for growth
- Establishing oneself as a trusted advisor
- AI Fluency: Level 2: Skilled Prompter (Advanced Foundation / Early Proficient)
Location
- Eastern US region
Work Type
- Full-time
- Travel required
Experience Level
- Senior
Education Level
- Bachelor's Degree
Salary/Compensations
- $90,000 - $120,000 a year
- Eligible for quarterly customer success bonus plan
Benefits
- Medical
- Dental
- Vision
- Retirement benefits
- Life insurance
- Wellness programs
- Total time off
About the Company
- Perforce is a community of collaborative experts, problem solvers, and possibility seekers who believe work should be both challenging and fun.
- Proud to inspire creativity, foster belonging, support collaboration, and encourage wellness.
- Work with and learn from some of the best and brightest in business.
- Rewarding career at a company headed upward.
- Global footprint spanning more than 80 countries.
- Includes over 75% of the Fortune 100.
- Trusted by the world's leading brands to deliver solutions for the toughest challenges.
- The best run DevOps teams in the world choose Perforce.
- Combines the experience and rewards of a start-up with the security of an established and privately held profitable company.
Equal Opportunity
- EOE & Belonging Statements | Perforce Software