Senior Customer Success Manager - Delphix - East

About the role

Our Director of Customer Success at Perforce is searching for a Senior Customer Success Manager to join the team in support of Delphix customers in the eastern US region.

About You

• Customer-focused with experience managing and growing customer accounts.
• Strategic conversations focused on KPIs and success criteria to drive value and secure renewal.
• Comfortable in renewal conversations including financial terms with a history of meeting renewal and expansion targets.
• High level of empathy and attention to customer needs, helping them define and measure the value of the implemented solution.
• Able to identify and mitigate risk and pull teams together to solve escalations.
• High standard for excellence with a strong sense of satisfaction when customers are successful.
• Effective at conversing with technical customers, economic buyers, internal teams, procurement, and executives.
• Able to establish yourself as a trusted advisor with any level of resources.

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 (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, working with Support, Product Management, 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 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.
• Maintain a good knowledge of all key competitors and identify new use cases and organizational contacts to expand on customer realized value and organizational 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 tools such as Gainsight and efficient in creating PowerPoint presentations.
• Has worked successfully with partners in collaborating on customer 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.

Benefits

• Medical, dental, vision, and life insurance.
• Retirement benefits and wellness programs.
• Total time off and other employee perks.