Lead Customer Growth Account Manager

The Lead Customer Growth Account Manager (CGAM) is responsible for driving customer retention, value realization, and growth across an assigned portfolio of accounts.This role operates at the intersection of account management, project management, and commercial ownership, ensuring customers achieve their desired outcomes with Tricentis solutions while proactively managing risk and identifying expansion opportunities.The Lead CGAM is accountable for understanding customer goals, aligning internal and external stakeholders, driving execution against agreed plans, and ensuring renewals are completed on time with a high degree of forecast accuracy.Additionally, this role will be responsible for leading, developing and supporting a team of up to 4 individual contributors.Location: Hybrid – three days per week in our Atlanta or Charlotte officeKey Responsibilities1. Customer Journey ManagementOwn the full lifecycle: onboarding, adoption, maturity, renewal, and growthDefine and maintain clear success plans aligned to customer goals and timelinesEnsure every account has a clear path to value realization2. Value Realization & Customer HealthContinuously assess whether customers are actively using products and realizing valueDrive structured, outcome-focused customer conversationsIdentify risk early and define clear action plans to mitigate itMaintain accurate health signals based on engagement, usage, and business alignment3. Strategic Account LeadershipBuild multi-threaded relationships across user, champion, and executive levelsEngage customer leadership with clear updates on progress, risks, and required actionsProvide guidance on quality engineering best practices and strategic direction4. Cross-Functional OrchestrationPartner with Sales, Professional Services, Product Support, and Product teamsDrive alignment and accountability across internal stakeholdersEnsure customer blockers are addressed quickly and effectively5. Renewal & Growth OwnershipOwn renewal pipeline, forecasting, and on-time closePrevent late-cycle risk through proactive account managementIdentify and drive expansion opportunities aligned to customer goals6. Operational DisciplineMaintain accurate and timely updates in CRM (Salesforce) and GainsightUse systems and reporting to manage time, prioritize accounts, and drive accountabilityLeverage dashboards and data to inform decisions and coaching7. Continuous Improvement & AI AdoptionEmbrace change and evolving processesLeverage AI tools to improve productivity and customer engagementContribute to development of playbooks and best practices8. Team LeadershipCoach team members on discovery, pipeline generation, deal strategy, negotiation, and executive communicationDrive accountability and operational rigor through consistent forecast management, pipeline inspection, and performance coachingPartner directly with sellers on complex opportunities to accelerate deal progression and improve win ratesFoster a performance-driven culture centered on collaboration, customer outcomes, and continuous developmentConduct regular 1:1s, deal reviews, and territory planning sessions to support rep growth and execution consistencyCollaborate cross-functionally with Marketing, Customer Success, Solutions Engineering, and Product teams to align go-to-market executionModel and reinforce value-based selling methodologies and disciplined sales process adoptionTricentis 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 ComplianceWe 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. #J-18808-Ljbffr Tricentis