Customer Growth Account Manager (CGAM)

What This Role Really Is

This is not a traditional Customer Success role.

We are looking for someone who can operate as a strategic partner, project manager, and business driver for our customers — someone who doesn’t just maintain relationships but actively drives outcomes.

As a Customer Growth Account Manager at Tricentis, you will own a portfolio of customers and be responsible for ensuring they:

• Successfully adopt our products

• Achieve meaningful business value

• Renew on time

• Expand their investment with us

You are the person making sure nothing falls through the cracks — and that the customer actually gets where they said they wanted to go.

What You’ll Be Responsible For

Drive Customer Outcomes (Not Just Conversations)

You’ll go beyond status updates to:

• Understand what your customers are trying to achieve

• Help them plan how to get there

• Hold them (and us) accountable to progress

If something is off track, you won’t just report it — you’ll drive action to fix it.

Operate Like a Project Manager for Your Accounts

You’ll:

• Keep customers aligned to goals and timelines

• Track progress and follow up relentlessly

• Ensure the right resources are engaged at the right time

You are the orchestrator making sure things actually get done.

Engage at All Levels of the Organization

You’ll build relationships across:

• End users and technical teams

• Champions and stakeholders

• Executive leadership

And you’ll know how to tailor your message for each.

Drive Retention and Growth

You’ll:

• Own renewals from strategy to close

• Identify expansion opportunities

• Ensure no renewal becomes a last-minute fire drill

You understand that retention and growth are earned through value.

Collaborate Across Teams to Deliver Results

You’ll work closely with:

• Sales

• Professional Services

• Product Support

• Product teams

And you’ll know how to bring them together to solve customer problems.

Leverage AI and Modern Tools

We expect you to:

• Be curious about AI and how it impacts our customers

• Use AI tools to improve your own productivity

• Continuously find smarter ways to manage your accounts

What Makes Someone Great in This Role

• You are highly organized and never lose track of details

• You are proactive , not reactive

• You are comfortable being direct with customers when needed

• You know how to drive accountability without damaging trust

• You are not annoyed by systems — you use them to your advantage

• You think in terms of outcomes, not activities

• You embrace change and adapt quickly

What You Bring

• Experience in Customer Success, Account Management, or Sales in a SaaS environment

• Strong project management and organizational skills

• Ability to manage multiple stakeholders and priorities

• Experience working with enterprise or mid-market customers

• Comfort owning commercial conversations (renewals, expansion, etc.)

• Excellent communication skills

Bonus Points If You Have

• Experience in quality engineering, DevOps, or test automation

• Experience with Salesforce, Gainsight, or similar tools

• A track record of driving measurable customer outcomes

Why This Role Matters

Our customers invest in Tricentis to improve how they build and test software — and ultimately to deliver better products faster.

Your job is to make sure that actually happens.

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.

Global Sanctions Compliance

We comply with all applicable global sanctions and export control laws. Candidates must not be listed on any government restricted party lists (including OFAC SDN List and U.S. Commerce Department restricted lists) and must certify that their employment would not violate any sanctions or export control regulations. Candidates must notify us of any changes to their status during the application process or subsequent employment.

U.S. Work Authorization:

This role is not eligible for employer-sponsored work visas. Applicants must be authorized to work in the U.S. without current or future sponsorship.