Senior Customer Success Manager - Delphix - East

Position Summary:

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:

You are customer-focused, who is experienced at managing and growing customer accounts. You have strategic conversations focused on KPIs and success criteria to drive value and secure renewal. You are comfortable in renewal conversations including financial terms with a history of meeting renewal and expansion targets. 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 technical customers, economic buyers, internal teams, procurement and executives, as well identify and create new opportunities for growth with new customer departments. You are 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, 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.