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:
- 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
- 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
- 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
- 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
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.
Skills Required
- 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
- Strong analytical skills; comfort working with CRM and CS platforms
- Excellent executive communication and the ability to influence both customers and internal stakeholders
- Bachelors or equivalent experience
What We Do
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