Head of Customer Value & Retention

Tricentis UK; United States; On-site; USD 120,000 - 160,000; Full time

Job summary

Tricentis UK is seeking a Senior Leader to oversee a team of Customer Value Consultants, delivering measurable outcomes, retention and growth across a SaaS portfolio. You will build scalable customer success playbooks, establish operating rhythms, and drive value realization through adoption milestones and executive engagement across diverse client segments.

Partner with Sales, Renewals, Services, Product, Education, Support and Operations to align activities, identify expansion opportunities,

Qualifications

• Proven ability to build and lead customer-facing teams that achieve customer and business outcomes.
• Experience creating programs to improve adoption, value realization, retention, and customer health.
• Strong executive stakeholder engagement with VP and C-level audiences.
• Knowledge of recurring-revenue models, renewal drivers, expansion signals, NRR, and GRR.

Responsibilities

• Lead and develop a team of Customer Value Consultants to deliver measurable customer outcomes, retention, and growth.
• Build scalable customer success practices, playbooks, and operating rhythms that improve consistency and effectiveness across the portfolio.
• Drive value realization through outcome-based success plans, adoption milestones, and executive engagement strategies.
• Identify renewal risks early and guide recovery plans that improve customer health and reduce preventable churn.
• Partner across 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.

Skills

People leadership

Customer success strategy

Executive stakeholder engagement

Value realization storytelling

Retention and risk management

Commercial acumen

Cross-functional leadership

Data-driven decision-making

Job description

Tricentis UK is seeking a Senior Leader to oversee a team of Customer Value Consultants, delivering measurable outcomes, retention and growth across a SaaS portfolio. You will build scalable customer success playbooks, establish operating rhythms, and drive value realization through adoption milestones and executive engagement across diverse client segments.

Partner with Sales, Renewals, Services, Product, Education, Support and Operations to align activities, identify expansion opportunities,