Senior Manager, Customer Value Consulting

Tricentis Americas, Inc.; Atlanta (GA); On-site; USD 120,000 - 190,000; Full time

Job summary

Tricentis is seeking a senior Customer Success leader to guide a team of Customer Value Consultants. The role focuses on delivering measurable customer outcomes, driving adoption, and reducing churn through outcome-based plans and executive engagement across the portfolio.

You will partner with Sales, Renewals, Services, Product, Education, Support, and Operations to ensure a coordinated customer experience and identify expansion opportunities based on value and customer maturity.

Qualifications

• Experience building and executing programs that improve adoption, value realization, retention, and customer health.
• Ability to lead executive stakeholder conversations and drive measurable outcomes.
• Proven track record in renewal health, risk mitigation, and cross-functional alignment.

Responsibilities

• Lead and develop a team of Customer Value Consultants to deliver measurable customer outcomes.
• Build scalable customer success practices, playbooks, and operating rhythms.
• Drive value realization through outcome-based success plans and executive engagement strategies.

Skills

People leadership

Customer success strategy

Executive stakeholder engagement

Value realization

Retention and risk management

Commercial acumen

Cross-functional leadership

Data-driven decisions

Job description

WHAT YOU'LL OWN

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.

CHALLENGES YOU'LL HELP SOLVE

Convert technology adoption into measurable business outcomes and credible executive value narratives. Create consistent customer success practices across regions, segments, and delivery models. Surface and address customer risk early enough to protect renewals and trusted relationships. Balance retention priorities and customer growth opportunities across a diverse portfolio. Align internal teams and partner organizations around shared customer outcomes and clear accountability.

SKILLS FOR SUCCESS

Required Skills

• People leadership and coaching: Demonstrated ability to build, develop, and lead customer-facing teams that achieve customer and business outcomes.
• Customer success strategy: Experience building and executing programs that improve adoption, value realization, retention, and customer health.
• Executive stakeholder engagement: Proven ability to establish credibility and lead outcome‑focused conversations with VP and C‑level stakeholders.
• Value realization and ROI storytelling: Ability to translate adoption and usage insight into measurable outcomes and compelling value narratives.
• Retention and risk management: Experience identifying customer risk, creating mitigation plans, and leading complex recovery efforts.
• Commercial acumen: Understanding of recurring‑revenue models, renewal drivers, expansion signals, NRR, and GRR.
• Cross‑functional leadership: Ability to align Sales, Services, Product, Support, Renewals, and partners without direct authority.
• Data‑driven decision‑making: Experience using health indicators, adoption metrics, forecasts, and operational data to direct action.

Preferred Skills

• 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.

Equal Opportunity

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.

About Tricentis

Tricentis is a global leader in continuous testing and quality engineering. The Tricentis AI‑based, continuous testing portfolio of products provide a new and fundamentally different way to perform software testing. An approach that’s totally automated, fully codeless, and intelligently driven by AI. It addresses both agile development and complex enterprise apps, enabling enterprises to accelerate their digital transformation by dramatically increasing software release speed, reducing costs, and improving software quality. Widely credited for reinventing software testing for DevOps, cloud, and enterprise applications, Tricentis has been recognized as a leader by all major industry analysts, including Forrester, Gartner, and IDC. Tricentis has more than 3,000 customers, including the largest brands in the world, such as McKesson, Allianz, Telstra, Dolby, and Vodafone. To learn more, visit https://www.tricentis.com.