Senior Manager, Customer Success

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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:

The VP of Customer Success at Perforce is searching for a Senior Manager, of Customer Success to lead a team of Customer Success Managers responsible for driving adoption, retention, and growth across our customer base. Reporting to the VP of Customer Success, this person owns the post-sale experience for a strategic book of business, builds scalable playbooks, and partners cross-functionally with Sales, Product, and Support to deliver measurable customer outcomes.

Responsibilities:

Team leadership

Manage, coach, and develop a team of 5–10 Customer Success Managers, including hiring, performance management, and career development

Set clear goals, KPIs, and operating cadences (1:1s, account reviews, forecast calls)

Foster a culture of customer obsession, accountability, and continuous improvement

Customer outcomes & revenue

Own gross retention, net revenue retention (NRR), and expansion targets for the team's portfolio

Personally engage on executive-level relationships, escalations, and strategic accounts

Build and refine the customer journey — onboarding, adoption, QBRs, renewal, and expansion motions

Drive accurate renewal and churn forecasting

Strategy & operations

Develop segmentation, coverage models, and playbooks that scale with customer growth

Partner with RevOps to define metrics, dashboards, and health scoring

Identify and lead process improvements that increase CSM productivity and customer impact

Cross-functional partnership

Work closely with Sales on account planning, expansion pipeline, and seamless handoffs

Surface product feedback and feature requests to Product and Engineering

Collaborate with Marketing on customer references, case studies, and lifecycle programs

Requirements:

7+ years in Customer Success, Account Management, or related post-sale roles, with 3+ years managing a team

Track record of hitting retention and expansion targets in a B2B SaaS environment

Experience coaching CSMs through complex renewals, executive escalations, and expansion deals

Strong analytical skills; comfort working with CRM and CS platforms (Salesforce, Gainsight, Catalyst, ChurnZero, etc.)

Excellent executive communication and the ability to influence both customers and internal stakeholders

Background in [your industry/vertical]

Familiarity with usage-based or consumption pricing models

Bachelors or equivalent experience

This position will be eligible for a CSM Bonus Plan.

Additionally, this position is eligible for benefits including, but not limited to, medical, dental, vision, retirement benefits, life insurance, wellness programs, total time off, and other employee perks that may be offered by Perforce from time to time. The actual offer will depend on a number of factors including, but not limited to, a candidate’s education, skills, qualifications, depth of experience and other relevant business considerations. Perforce reserves the right to amend or modify employee perks and benefits at any time.

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.

Come work with us! Our team members are valued for their contributions, introduced to new opportunities, and rewarded well. Perforce combines the experience and rewards of a start-up with the security of an established and privately held profitable company.

If you are passionate about the technology that impacts our day-to-day lives and want to work with talented and dedicated people across the globe, apply today!

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