Location - London, UK
Hybrid role - 3 days in the office
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 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
3+ 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.
Demonstrated ability to design and implement processes and playbooks that streamline focus on high-priority activities.
Exceptional communication skills, including the ability to engage with senior stakeholders and articulate value propositions effectively.
Why Tricentis?
Tricentis Core Values:
At Tricentis, we strive for success while inspiring those around us by knowing what we need to achieve and how we’ll achieve it. Our core values serve as our guiding light to drive our every action and define our ways of working so that we can create and enjoy a successful journey and reach higher heights together.
Demonstrate Self-Awareness: Own your strengths and limitations.
Finish What We Start: Do what we say we are going to do.
Move Fast: Create momentum and efficiency.
Run Towards Change: Challenge the status quo.
Serve Our Customers & Communities: Create a positive experience with each interaction.
Solve Problems Together: We win or lose as one team.
Think Big & Believe: Set extraordinary goals and believe you can achieve them.
We offer:
Supportive and engaged leadership team.
Career path and professional & personal development.
Modern and new office space in the heart of London
Pension plan, Private health insurance and Group Life Insurance
Enhance statutory Maternity and Paternity Pay
A number of leave offerings: volunteer days, vacation days, public holidays, and flex/floating leave days.
And more!
Tricentis is proud to be an equal opportunity workplace. Qualified applicants will receive consideration for employment without regard to race, color, ethnicity, gender, religious affiliation, age, sexual orientation, socioeconomic status, or physical and mental disability and other statuses protected by law.
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