Senior Customer Growth Account Manager

About the role

At Tricentis, we're redefining what's possible in software testing and quality engineering. Our AI-driven, codeless, and continuous testing platform empowers enterprises to accelerate innovation, deliver higher-quality releases, and transform digital velocity at scale. Recognized as a global leader by Gartner, Forrester, and IDC, Tricentis partners with the world's largest and most innovative companies. We're a team of curious learners, ambitious achievers, and collaborative competitors who believe in constant growth-both for our customers and ourselves. If you're motivated by challenge, feedback, and the pursuit of excellence, you'll thrive here. As a Tricentis Senior Customer Growth Account Manager, you will be the main point of contact for customers after the sale, ensuring they get value from their purchase and maximize the value of their Tricentis investment. Your role will involve managing customer relationships to foster ongoing engagement, accelerate time to value, promote continuous usage, and resolve issues promptly. A key focus will be driving renewals and expanding accounts by navigating enterprise organizations and working closely with Champions and account teams to secure timely renewals.

Responsibilities

• Be primary post-sale point of contact for all Customer Accounts tied to your role by engaging proactively with various customer teams on a regular basis.
• Collaborate with customers to deeply understand their unique business goals and objectives, aligning product capabilities to their strategic priorities.
• Develop and maintain a shared success plan with each customer, outlining key milestones and measurable outcomes that demonstrate progress toward their goals.
• Proactively guide customers in achieving their objectives by leveraging product features, providing recommendations, and connecting them with additional resources or services.
• Lead discovery sessions to identify additional use cases or unmet needs where the company's solutions can add value, expanding the footprint within the customer's organization.
• Partner with Customer Growth Solution Architect to ensure technical alignment with business goals; demonstrating product features beyond core functionalities to help the customer achieve specific business results and maximum value from the solution.
• Identify opportunities from assigned clients, including upselling and cross-selling of related services and discovery of additional use cases, collaborating with the Account Team to drive such activity.
• Determine if/when customers are at risk and escalate to management.
• Be accountable for client consumption (product utilization), renewal and retention results.
• Handle escalations and coordinate across functional areas of Tricentis to ensure flawless delivery (including Professional Services, Engineering, Education, Support and Sales).
• Support 40-50 Tier 1 & 2 customers, depending on size and complexity.
• Maintain current functional and technical knowledge of products and services.

Requirements

• 8+ years of progressive experience in managing complex SaaS customers, Customer Success, Customer Engagement, Account Management.
• Business acumen and commercial outlook, with a conceptual understanding of IT operations processes and best practices.
• Ability to quickly develop strong relationships with the users/commercial partners/internal communities and drive outcomes.
• Excellent verbal, written and interpersonal communication skills in English; any additional language is a bonus.
• Experience in working with executives in client environments.
• Bias for action and self-starter: highly motivated, energetic, and committed to getting results.
• Comfort with a fast-paced, dynamic environment is a must; past exposure to high-growth and/or globally distributed companies is also valuable.
• Self-motivated and disciplined; ability to work independently with limited supervision in a hybrid work environment.
• Working knowledge of Enterprise Network Infrastructures, Enterprise Firewall Configuration, Application Load Balancing, OS Firewall configuration.
• Metrics:
• 100% Timely Customer Engagement for all assigned accounts
• Time-To-Value for New Customers
• Net Revenue Retention, Gross Renewal Rate and Expansion
• Why Tricentis?
• Tricentis Core Values:
• At Tricentis, we strive for success while i

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