Lead-Customer Success Manager

Tricentis•Atlanta, GA

16h

About The Position

Tricentis is a global leader in continuous testing and quality engineering. The Tricentis AI-based, continuous testing portfolio of products provide a new and fundamentally different way to perform software testing. An approach that’s totally automated, fully codeless, and intelligently driven by AI. It addresses both agile development and complex enterprise apps, enabling enterprises to accelerate their digital transformation by dramatically increasing software release speed, reducing costs, and improving software quality. Widely credited for reinventing software testing for DevOps, cloud, and enterprise applications, Tricentis has been recognized as a leader by all major industry analysts, including Forrester, Gartner, and IDC. Tricentis has more than 3,000 customers, including the largest brands in the world, such as McKesson, Allianz, Telstra, Dolby, and Vodafone. To learn more, visit https://www.tricentis.com.

Requirements

Applicants must be authorized to work in the U.S. without current or future sponsorship.

Nice To Haves

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.

Responsibilities

Own the full lifecycle: onboarding, adoption, maturity, renewal, and growth
Define and maintain clear success plans aligned to customer goals and timelines
Ensure every account has a clear path to value realization
Continuously assess whether customers are actively using products and realizing value
Drive structured, outcome-focused customer conversations
Identify risk early and define clear action plans to mitigate it
Maintain accurate health signals based on engagement, usage, and business alignment
Build multi-threaded relationships across user, champion, and executive levels
Engage customer leadership with clear updates on progress, risks, and required actions
Provide guidance on quality engineering best practices and strategic direction
Partner with Sales, Professional Services, Product Support, and Product teams
Drive alignment and accountability across internal stakeholders
Ensure customer blockers are addressed quickly and effectively
Own renewal pipeline, forecasting, and on-time close
Prevent late-cycle risk through proactive account management
Identify and drive expansion opportunities aligned to customer goals
Maintain accurate and timely updates in CRM (Salesforce) and Gainsight
Use systems and reporting to manage time, prioritize accounts, and drive accountability
Leverage dashboards and data to inform decisions and coaching
Embrace change and evolving processes
Leverage AI tools to improve productivity and customer engagement
Contribute to development of playbooks and best practices
Coach team members on discovery, pipeline generation, deal strategy, negotiation, and executive communication
Drive accountability and operational rigor through consistent forecast management, pipeline inspection, and performance coaching
Partner directly with sellers on complex opportunities to accelerate deal progression and improve win rates
Foster a performance-driven culture centered on collaboration, customer outcomes, and continuous development
Conduct regular 1:1s, deal reviews, and territory planning sessions to support rep growth and execution consistency
Collaborate cross-functionally with Marketing, Customer Success, Solutions Engineering, and Product teams to align go-to-market execution
Model and reinforce value-based selling methodologies and disciplined sales process adoption