Customer Success Planning and Value Realisation

Own the Customer Success Plan for each customer, defining outcomes, milestones, and accountable actions. Track and evidence progress against agreed business outcomes across the lifecycle, translating adoption and utilisation data into clear ROI narratives. Identify and remove barriers to value progress, coordinating the right interventions to keep outcomes on track.

Executive Alignment and Customer Leadership

Build relationships across the customer organisation from operational contacts through to C-suite sponsors, running Executive Business Reviews that connect realised value to future priorities. Align with the Account Executive on account strategy and represent the customer internally, marshalling Tricentis expertise and leadership where needed.

Onboarding and Transition to Value

Define a clear path from go-live to measurable value with success criteria agreed early, managing the handover from Sales and delivery into ongoing Customer Success. Monitor early adoption milestones and intervene promptly when progress falls behind.

Adoption, Health, and Risk Management

Hold a holistic view of customer health spanning adoption, utilisation, technical health, support experience, and commercial standing. Get ahead of adoption gaps and stakeholder changes before they become renewal risks, building recovery plans for at-risk customers with clear owners, actions, and escalation paths.

Product Guidance and Solution Orchestration

Maintain sufficient product knowledge to connect customer goals to Tricentis capabilities and handle common first-line questions, escalating to specialist resources efficiently when needed. Feed customer product feedback and unmet needs back into the business through the right channels.

Renewal Readiness and Retention

Stay continuously across renewal readiness, linking health, adoption, and stakeholder alignment to retention risk. Flag material renewal risk at least 120 days out with a documented mitigation plan, leading the value and relationship narrative through the renewal cycle while partnering with the Renewals Team on commercial close.

Expansion and Growth Identification

Spot and qualify expansion signals — demonstrated value, whitespace, adoption maturity, emerging needs — and hand them to the AE with a clear customer need and value rationale. Use EBRs and success planning to deepen Tricentis's strategic relevance within the account.

Cross-Functional and Partner Orchestration

Act as the post-sales coordination point across AEs, Renewals, Technical, Support, Advisory, PS, Product, and partners, setting clear ownership, expectations, and handoffs for every team involved. For Co-Sell accounts, maintain oversight of health and adoption while respecting partner delivery boundaries.

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.