Senior Customer Success Manager - Central - Delphix

About the Role

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, 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 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), Engineering, 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 organizational success.
• Be responsible for renewal, health, and risk forecasting and reporting on your client portfolio.

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 tools such as Gainsight and proficiency in creating PowerPoint presentations.
• Has worked successfully with Partners in collaborating on customer’s success.
• Must be able to travel at times.
• All employees are expected to demonstrate AI fluency appropriate to their role and level, including responsible use of AI tools, sound judgment, and adherence to company AI governance and security policy standards.

Benefits

• Medical, dental, and vision coverage.
• Retirement benefits.
• Life insurance.
• Wellness programs.
• Total time off.
• Other employee perks that may be offered by Perforce from time to time.
• Eligibility for the company annual bonus plan.