Senior Customer Success Manager - US

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Position Summary: 

Our customer success leader for BlazeMeter/Perfecto (Testing) at Perforce is searching for a Senior Customer Success Manager to join the team. Able to tackle more complicated jobs and provide assistance where needed. Develop customer account plans that ensure alignment of our engagement to customer expectations and strategic business goal. Can handle a wide variety of problems and issues that come their way. 

This position will support our BlazeMeter and Perfecto brands.

Establish and maintain relationships with key decision makers within assigned accounts

Orchestrate relationships with assigned clients, which will include: defining value, increasing adoption and securing retention.

Ensure client reference ability to support the Sales organization in expansions and closing processes

Facilitate executive-level engagements such as value assessment and realization, product strategy and EBRs.

Measure and monitor customer’s achievement of critical and key performance indicators, reporting both internally and externally.

Identify and manage escalations for successful resolution by driving internal and external team action items

Develop strategic account plans for 100% consumption and areas of growth based on customer’s short, mid and long-term goals

Know the market and maintain a good knowledge of all key competitors

Be responsible for renewal, health and risk forecasting and reporting on your client portfolio

May be required to support additional products/brands as needed.

Experience negotiating and closing customer contracts (renewals & expansion)

History of success as a customer success manager, consultant, pre-sales, account management, technical account management or equivalent

Track record of leading technical conversations and persuading others to take action based on requirements and value provided by solutions

Experience working in a development, testing or data management environment

Must work within a team environment with sales, field services and delivery teams

Knowledge of customer success tool such as Gainsight and efficient in creating PowerPoint presentations

Must be able to travel at times

Builds no-code automations; documents guardrails

Designs and maintains simple no-code or low-code automations using approved AI and workflow tools to eliminate repetitive tasks and reduce cycle time.

Documents AI-assisted workflows, including assumptions, review steps, and human-in-the-loop controls.

Applies ethical judgment, bias awareness, and compliance checks when automating decisions or recommendations.

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