Senior Manager, Customer Value Consulting

Tricentis•Atlanta, GA

About The Position

The Senior Manager, Customer Value Consulting leads and develops a team of Customer Value Consultants to deliver measurable customer outcomes, retention, and growth. The role builds scalable customer success practices, playbooks, and operating rhythms that improve consistency and effectiveness across the customer portfolio. The position drives value realization through outcome-based success plans, adoption milestones, and executive engagement strategies. It identifies renewal risks early and guides recovery plans to improve customer health and reduce preventable churn. The role partners with Sales, Renewals, Services, Product, Education, Support, and Operations to create a coordinated customer experience, and coaches the team to identify expansion opportunities grounded in demonstrated value, customer maturity, and evolving business needs. Portfolio data, forecasting, and customer insight are used to prioritize resources and influence strategic decisions. The role addresses challenges such as converting technology adoption into measurable business outcomes, creating consistent customer success practices across regions and delivery models, surfacing customer risk early, balancing retention and growth, and aligning internal teams and partner organizations around shared outcomes and accountability. Tricentis is an equal opportunity workplace. The role is not eligible for employer-sponsored work visas; applicants must be authorized to work in the U.S. without current or future sponsorship. Candidates must not be listed on government restricted party lists and must certify that employment would not violate sanctions or export control regulations.

Requirements

Demonstrated ability to build, develop, and lead customer-facing teams that achieve customer and business outcomes.
Experience building and executing customer success programs that improve adoption, value realization, retention, and customer health.
Proven ability to establish credibility and lead outcome-focused conversations with VP- and C-level stakeholders.
Ability to translate adoption and usage insight into measurable outcomes and compelling value narratives.
Experience identifying customer risk, creating mitigation plans, and leading complex recovery efforts.
Understanding of recurring-revenue models, renewal drivers, expansion signals, net revenue retention (NRR), and gross revenue retention (GRR).
Ability to align Sales, Services, Product, Support, Renewals, and partners without direct authority.
Experience using health indicators, adoption metrics, forecasts, and operational data to direct action.
Applicants must be authorized to work in the U.S. without current or future employer-sponsored visa sponsorship.
Candidates must not be listed on applicable government restricted party lists and must certify that employment would not violate sanctions or export control regulations.

Nice To Haves

Experience in software testing, quality assurance, or related software delivery disciplines.
Experience supporting strategic enterprise customers in a SaaS environment.
Experience leading teams across multiple countries or regions.
Familiarity with executive business reviews, customer success planning, and value realization methodologies.
Experience with partner-led or co-sell customer engagement models.

Responsibilities

Lead and develop a team of Customer Value Consultants to deliver customer outcomes, retention, and growth.
Build scalable customer success practices, playbooks, and operating rhythms across the portfolio.
Drive value realization through outcome-based success plans, adoption milestones, and executive engagement strategies.
Identify renewal risks and guide recovery plans to improve customer health and reduce preventable churn.
Partner with Sales, Renewals, Services, Product, Education, Support, and Operations to create a coordinated customer experience.
Coach the team to identify expansion opportunities based on demonstrated value, customer maturity, and evolving business needs.
Use portfolio data, forecasting, and customer insight to prioritize resources and influence strategic decisions.
Convert technology adoption into measurable business outcomes and credible executive value narratives.
Create consistent customer success practices across regions, segments, and delivery models.
Align internal teams and partner organizations around shared customer outcomes and clear accountability.