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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 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
Cross-functional partnership
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