Senior Manager, Customer Growth Account Management

Senior Manager, Customer Growth Account Management (CGAM) Team – Americas

Location: Austin, TX

About Us

At Tricentis, we are pioneers in continuous testing and quality engineering.

Our AI-driven, codeless testing solutions empower enterprises to accelerate their digital transformation by delivering software faster, reducing costs, and improving quality.

Recognized as a leader by industry analysts such as Forrester, Gartner, and IDC, we partner with the largest global brands to enable innovation and excellence.

Your Role

As the Senior Manager of the Customer Growth Account Management (CGAM) Team, you will oversee a team of high-performing account managers focused on post-sales customer engagement, retention, and expansion.

Reporting to the Director of Customer Growth, you will drive team strategy and execution, ensuring our customers achieve measurable value and continue to grow with Tricentis.

A critical aspect of your role will be enabling the team to implement processes and playbooks that prioritize high-impact activities, keeping the team focused and organized for success.

Key Responsibilities


* Team Leadership and Development:
+ Lead, coach, and mentor a team of Customer Growth Account Managers, fostering a collaborative, results-driven culture.
+ Set clear performance goals, provide regular feedback, and support career development.
+ Equip the team with tools and strategies to execute processes and playbooks that focus on the highest-impact activities and maintain alignment with organizational priorities.



* Customer Success and Value Realization:
+ Develop strategies to ensure customers achieve their business goals, maximizing their return on investment.
+ Drive the adoption of our solutions and establish clear time-to-value milestones.



* Retention and Growth:
+ Implement proactive strategies to ensure high renewal rates and mitigate customer churn.
+ Collaborate with the Sales team to identify opportunities for account expansion and upselling.



* Metrics and Reporting:
+ Track and report on key performance metrics, including Net Revenue Retention (NRR) and customer satisfaction.
+ Ensure forecasting accuracy and provide actionable insights to senior leadership.



* Cross-Functional Collaboration:
+ Partner with teams across Sales, Product, Education, Support, and Operations to address customer needs and advocate for their feedback.

Qualifications


* 7+ years of experience managing customer success or account management teams within a B2B SaaS environment.


* Proven track record of driving customer retention, renewals, and growth through structured post-sales processes.


* Strong background in fostering collaboration between customer-facing teams and Sales for expansion opportunities.


* Data-driven approach to decision-making and experience leveraging insights to guide team activity.
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