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*** 5+ 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.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.**Why You’ll Love Working at Tricentis:*** Supportive and engaged leadership team.* Career path and professional & personal development.* Modern and new office space in the heart of Cork* Pension plan, Private health insurance and Group Life Insurance* Enhance statutory Maternity Pay* 2 paid days Volunteering Leave per year* And more!#LI-SS2Tricentis 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.
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