Lead-Customer Success Manager

Key Responsibilities  1. Customer Journey Management  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   2. Value Realization & Customer Health  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   3. Strategic Account Leadership  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   4. Cross-Functional Orchestration  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   5. Renewal & Growth Ownership  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   6. Operational Discipline  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   7. Continuous Improvement & AI Adoption  Embrace change and evolving processes   Leverage AI tools to improve productivity and customer engagement   Contribute to development of playbooks and best practices     8. Team Leadership  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   Tricentis 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 Compliance We 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.