Customer Growth Account Manager (CGAM)

What This Role Really Is 

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. 

What You’ll Be Responsible For 

Drive Customer Outcomes (Not Just Conversations) 

You’ll go beyond status updates to: 

• Understand what your customers are trying to achieve  

• Help them plan how to get there  

• 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 

You’ll: 

• Keep customers aligned to goals and timelines  

• Track progress and follow up relentlessly  

• 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 

You’ll build relationships across: 

• End users and technical teams  

• Champions and stakeholders  

• Executive leadership  

And you’ll know how to tailor your message for each. 

Drive Retention and Growth 

You’ll: 

• Own renewals from strategy to close  

• Identify expansion opportunities  

• 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 

You’ll work closely with: 

• Sales  

• Professional Services  

• Product Support  

• Product teams  

And you’ll know how to bring them together to solve customer problems. 

Leverage AI and Modern Tools 

We expect you to: 

• Be curious about AI and how it impacts our customers  

• Use AI tools to improve your own productivity  

• Continuously find smarter ways to manage your accounts  

What Makes Someone Great in This Role 

• You are highly organized and never lose track of details  

• You are proactive, not reactive  

• You are comfortable being direct with customers when needed  

• You know how to drive accountability without damaging trust  

• You are not annoyed by systems — you use them to your advantage  

• You think in terms of outcomes, not activities  

• You embrace change and adapt quickly  

What You Bring 

• 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  

Bonus Points If You Have 

• Experience in quality engineering, DevOps, or test automation  

• Experience with Salesforce, Gainsight, or similar tools  

• A track record of driving measurable customer outcomes  

Why This Role Matters 

Our customers invest in Tricentis to improve how they build and test software — and ultimately to deliver better products faster. 

Your job is to make sure that actually happens.