Senior Manager, Customer Success

Responsibilities

• Manage, coach, and develop a team of 5–10 Customer Success Managers, including hiring and performance management
• Set clear goals, KPIs, and operating cadences such as 1:1s and account reviews
• Own gross retention, net revenue retention (NRR), and expansion targets for the team's portfolio
• Personally engage in executive-level relationships, escalations, and strategic accounts
• Build and refine the customer journey, including onboarding, adoption, QBRs, and renewal motions
• Develop scalable segmentation, coverage models, and playbooks
• Partner with Sales, Product, and Marketing to drive expansion pipeline and surface product feedback

Requirements

• 7+ years in Customer Success, Account Management, or related post-sale roles
• 3+ years of experience managing a team
• Proven track record of hitting retention and expansion targets in a B2B SaaS environment
• Strong analytical skills and experience with CRM and CS platforms (e.g., Salesforce, Gainsight)
• Excellent executive communication skills and the ability to influence stakeholders
• Familiarity with usage-based or consumption pricing models
• Bachelor's degree or equivalent experience

Benefits

• Competitive salary and CSM Bonus Plan
• Medical, dental, and vision insurance
• Retirement benefits and life insurance
• Wellness programs and total time off

About the Company

Perforce is a global community of collaborative experts and problem solvers. Trusted by over 75% of the Fortune 100, Perforce delivers solutions for the toughest DevOps challenges, helping the world's leading brands deliver software at scale.