Senior Manager, Customer Success

Perforce • Minneapolis, MN

3d

About The Position

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.

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

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

Benefits

• medical
• dental
• vision
• retirement benefits
• life insurance
• wellness programs
• total time off
• other employee perks

What This Job Offers

• Job Type: Full-time
• Career Level: Senior