Senior Customer Success Manager - US

Senior Customer Success Manager

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Position Summary:

Our customer success leader for BlazeMeter/Perfecto (Testing) at Perforce is searching for a Senior Customer Success Manager to join the team. Able to tackle more complicated jobs and provide assistance where needed. Develop customer account plans that ensure alignment of our engagement to customer expectations and strategic business goal. Can handle a wide variety of problems and issues that come their way.

This position will support our BlazeMeter and Perfecto brands.

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.
• 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, mid and long-term goals
• Know the market and maintain a good knowledge of all key competitors
• Be responsible for renewal, health and risk forecasting and reporting on your client portfolio
• May be required to support additional products/brands as needed.

Requirements:

• 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
• 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
• Must be able to travel at times
• Builds no-code automations; documents guardrails
• Designs and maintains simple no-code or low-code automations using approved AI and workflow tools to eliminate repetitive tasks and reduce cycle time.
• Documents AI-assisted workflows, including assumptions, review steps, and human-in-the-loop controls.
• Applies ethical judgment, bias awareness, and compliance checks when automating decisions or recommendations.

AI Fluency:

Uses approved AI tools to support daily work, writes basic prompts, and reviews outputs for accuracy while following security, privacy, and Responsible AI guidelines.

OR

Crafts effective, outcome?oriented prompts, iterates to improve quality and speed, and validates AI outputs against business context and expectations.

$90,800 - $120,000 a year This position is eligible for our Annual 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!