We are seeking a Digital Customer Growth Account Manager (CGAM) to manage a high-volume portfolio of approximately 150 customer accounts in a digitally-led customer segment. This role focuses on driving renewals, mitigating risk, and improving the customer journey through data-driven insights and scaled programs. The Digital CGAM will operate with a high degree of independence, leveraging digital channels—including email, our customer journey hub, and in-app notifications—to deliver exceptional customer experiences without traditional meeting cadences.

Key Responsibilities

• Renewals Management (50%)

  • Own and process renewals for assigned accounts, averaging 30 opportunities per quarter.

  • Apply strong negotiation skills to secure timely and favorable renewal outcomes.

  • Accurately forecast renewals several quarters in advance by leveraging customer activity and usage data, customer meetings, and scaled programs.
    

• Inbound Request Handling (20%)

  • Respond promptly to customer inquiries guide customers to resolution through internal channels.

  • Demonstrate self-sufficiency in triaging concerns, including licensing issues, coordinating technical support resources, and guiding customers to documentation.
    

• Risk & Growth Discovery (20%)

  • Review and analyze account data to identify risks early and implement mitigation strategies.

  • Discover upsell opportunities and collaborate on scaled programs to enhance engagement.

  • Drive adoption and success through Customer Journey Hub initiatives.
    

• Account & Contact Administration (10%)

  • Maintain accurate account and contact data in CRM and related systems.

  • Ensure data integrity to support reporting and decision-making.

Tools & Technology Experience

• Customer Success Platforms: Gainsight, EverAfter (Customer Journey Hub)

• CRM Systems: Salesforce, Gainsight, or equivalent

• Analytics & Reporting: Excel, BI tools (e.g., Tableau, Power BI)

• Communication Tools: Email, in-app messaging, or other digital engagement platforms

• Knowledge Management: ServiceNow, learning management systems, or other internal documentation systems/resource libraries

Qualifications

• Experience:

  • 2+ years in Customer Success, Account Management, Renewal Management, or similar roles, preferably in a SaaS or digital-first environment.

  • Experience leveraging technology to find meaningful insights about customer expansion and risk signals and engage customers at scale.

  • Proven track record with on-time renewal closure and improved renewal rate over time.
    

• Skills:

  • Strong analytical ability to interpret data and improve the digital customer journey.

  • Excellent written communication for digital engagement.

  • Proven negotiation skills for renewal conversations.

  • Ability to work independently and resolve customer issues without escalation.

  • Exceptional organizational and administrative skills to manage large volumes of account and opportunity data.

  • Familiarity with CRM tools and customer success platforms.

  • Mindset: Self-starter, problem-solver, comfortable working autonomously in a scaled, digital-first model.

Why Tricentis?

Tricentis Core Values:

At Tricentis, we strive for success while inspiring those around us by knowing what we need to achieve and how we’ll achieve it. Our core values serve as our guiding light to drive our every action and define our ways of working so that we can create and enjoy a successful journey and reach higher heights together.

• Demonstrate Self-Awareness: Own your strengths and limitations.

• Finish What We Start: Do what we say we are going to do.

• Move Fast: Create momentum and efficiency.

• Run Towards Change: Challenge the status quo.

• Serve Our Customers & Communities: Create a positive experience with each interaction.

• Solve Problems Together: We win or lose as one team.

• Think Big & Believe: Set extraordinary goals and believe you can achieve them.

Why You’ll Love Working at Tricentis:

• Market competitive compensation and benefits.

• Day 1 HMO coverage with 3 free dependents.

• Hybrid work arrangement

• Work with the market leader in model-based automation testing.

• Supportive and engaged leadership team.

• Our commitment to diversity and inclusion runs deep. We actively seek out those with different perspectives and consciously take steps to ensure everyone has a voice

• Opportunity to shape scaled customer success programs.

• Collaborative, digital-first team environment.

• We’re a global company!

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.