Customer Growth Account Manager (CGAM)

Tricentis•Austin, TX

10d

About The Position

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.

Requirements

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
Highly organized and never lose track of details
Proactive, not reactive
Comfortable being direct with customers when needed
Know how to drive accountability without damaging trust
Not annoyed by systems — you use them to your advantage
Think in terms of outcomes, not activities
Embrace change and adapt quickly
Must be authorized to work in the U.S. without current or future sponsorship.

Nice To Haves

Experience in quality engineering, DevOps, or test automation
Experience with Salesforce, Gainsight, or similar tools
A track record of driving measurable customer outcomes

Responsibilities

Drive Customer Outcomes (Not Just Conversations): Understand what your customers are trying to achieve, help them plan how to get there, and 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: Keep customers aligned to goals and timelines, track progress and follow up relentlessly, and 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: Build relationships across end users and technical teams, champions and stakeholders, and executive leadership, and know how to tailor your message for each.
Drive Retention and Growth: Own renewals from strategy to close, identify expansion opportunities, and 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: Work closely with Sales, Professional Services, Product, Support, and Product teams, and know how to bring them together to solve customer problems.
Leverage AI and Modern Tools: Be curious about AI and how it impacts our customers, use AI tools to improve your own productivity, and continuously find smarter ways to manage your accounts.