Senior Customer Success Manager - Central - Delphix

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 Associate Manager of Customer Success at Perforce is searching for a Senior Customer Success Manager to join the team in support of Delphix customers in the central US region. You will build deep, strategic relationships with enterprise customers to ensure they achieve long-term value from their investment. Acting as a trusted advisor, you will champion our “**Delight Every Customer**” mission by driving product adoption, proactively identifying and mitigating risk, securing renewals, and uncovering expansion opportunities. You will bring the voice of the customer to internal teams, providing insights that shape product direction and enhance the overall customer experience. In this role, you will collaborate cross-functionally with Sales, Operations, Legal, Support, Professional Services and Product teams to ensure a seamless and impactful customer journey. About You: You are customer-focused, who is experienced at managing and growing customer accounts. You excel at building relationships with key decision-makers, driving value realization, and identifying growth opportunities. You are comfortable discussing financial terms, renewals, and identify expansion opportunities while maintaining a strong focus on customer success. 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 end users, economic buyers, internal teams, procurement and executives. You are able to establish yourself as a trusted advisor with any level of resources and can demonstrate the value of solutions effectively. ### 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.