Perforce
Customer Success Management
SeniorManager,CustomerSuccess
Neural analysis suggests this role is
optimal for Manager candidates.
“Senior Manager, Customer Success at Perforce. Skills: Customer Success Management, Team Leadership, Revenue Retention, Customer Outcomes. Manage team. Coach team”
What You'll Achieve.
Hit retention targets; Hit expansion targets; Deliver measurable outcomes
Industry & Context.
What They're Looking For.
Must Have
7+ years Customer Success, 3+ years managing a team, Track record hitting retention targets, Track record hitting expansion targets, Experience coaching CSMs, Analytical comfort with CRM, Analytical comfort with CS platforms, Excellent executive communication, Ability to influence customers, Ability to influence internal stakeholders, Familiarity with usage-based pricing, Familiarity with consumption pricing models
Nice to Have
Background in [your industry/vertical]
What You'll Do.
Manage career development
Set operating cadences
Foster customer obsession
Foster accountability
Foster continuous improvement
Own net revenue retention
Own expansion targets
Engage on executive relationships
Engage on escalations
Engage on strategic accounts
Build customer journey
Refine customer journey
Drive renewal forecasting
Drive churn forecasting
Develop coverage models
Define health scoring
Identify process improvements
Lead process improvements
Increase CSM productivity
Increase customer impact
Work closely with Sales
Manage expansion pipeline
Manage sales handoffs
Surface product feedback
Surface feature requests
Collaborate with Marketing
Develop customer references
Develop lifecycle programs
How You'll Work.
Team & Collaboration
Cross-functional partnership; Sales collaboration; Product collaboration; Support collaboration; Engineering collaboration; Marketing collaboration
Communication Scope
Executive communication
Full Job Description
## Description Perforce is a community of collaborative experts, problem solvers, and possibility seekers who believe work should be both challenging and fun. We are proud to inspire creativity, foster belonging, support collaboration, and encourage wellness. At Perforce, you’ll work with and learn from some of the best and brightest in business. Before you know it, you’ll be in the middle of a rewarding career at a company headed in one direction: upward. 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
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