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For Companies At a Glance
- Tasks: Lead a dynamic team focused on customer engagement and growth strategies.
- Company: Join Tricentis, a leader in B2B SaaS solutions driving customer success.
- Benefits: Enjoy a modern office, health insurance, generous leave, and career development opportunities.
- Why this job: Make a real impact by helping customers achieve their goals and grow with us.
- Qualifications: 7+ years in customer success or account management in a B2B SaaS environment required.
- Other info: Collaborate across teams and engage with senior stakeholders to drive results.
The predicted salary is between 43200 - 72000 £ per year.
As the Senior Manager of the Customer Growth Account Management (CGAM) Team, you will oversee a team of high-performing account managers focused on post-sales customer engagement, retention, and expansion. Reporting to the Director of Customer Growth, you will drive team strategy and execution, ensuring our customers achieve measurable value and continue to grow with Tricentis. A critical aspect of your role will be enabling the team to implement processes and playbooks that prioritize high-impact activities, keeping the team focused and organized for success.
Key Responsibilities
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Team Leadership and Development:
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Lead, coach, and mentor a team of Customer Growth Account Managers, fostering a collaborative, results-driven culture.
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Set clear performance goals, provide regular feedback, and support career development.
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Equip the team with tools and strategies to execute processes and playbooks that focus on the highest-impact activities and maintain alignment with organizational priorities.
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Customer Success and Value Realization:
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Develop strategies to ensure customers achieve their business goals, maximizing their return on investment.
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Drive the adoption of our solutions and establish clear time-to-value milestones.
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Retention and Growth:
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Implement proactive strategies to ensure high renewal rates and mitigate customer churn.
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Collaborate with the Sales team to identify opportunities for account expansion and upselling.
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Metrics and Reporting:
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Track and report on key performance metrics, including Net Revenue Retention (NRR) and customer satisfaction.
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Ensure forecasting accuracy and provide actionable insights to senior leadership.
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Cross-Functional Collaboration:
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Partner with teams across Sales, Product, Education, Support, and Operations to address customer needs and advocate for their feedback.
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7+ years of experience managing customer success or account management teams within a B2B SaaS environment.
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Proven track record of driving customer retention, renewals, and growth through structured post-sales processes.
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Strong background in fostering collaboration between customer-facing teams and Sales for expansion opportunities.
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Data-driven approach to decision-making and experience leveraging insights to guide team activity.
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Demonstrated ability to design and implement processes and playbooks that streamline focus on high-priority activities.
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Exceptional communication skills, including the ability to engage with senior stakeholders and articulate value propositions effectively.
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Supportive and engaged leadership team.
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Career path and professional & personal development.
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Modern and new office space in the heart of London
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Pension plan, Private health insurance and Group Life Insurance
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Enhance statutory Maternity and Paternity Pay
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A number of leave offerings: volunteer days, vacation days, public holidays, and flex/floating leave days.
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And more!
Senior Manager, Customer Growth Account Management employer: Tricentis
Contact Detail:
Tricentis Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Manager, Customer Growth Account Management
✨Tip Number 1
Familiarize yourself with the latest trends in customer success and account management within the B2B SaaS space. Understanding industry benchmarks and best practices will help you speak confidently about how you can drive customer retention and growth.
✨Tip Number 2
Prepare to discuss specific examples of how you've successfully led teams in achieving high renewal rates and mitigating churn. Highlighting your past experiences will demonstrate your capability to lead the Customer Growth Account Management team effectively.
✨Tip Number 3
Showcase your data-driven decision-making skills by being ready to discuss how you've used metrics to guide team activities in previous roles. This will align well with the expectations for tracking key performance metrics at Tricentis.
✨Tip Number 4
Emphasize your ability to foster collaboration between customer-facing teams and sales. Be prepared to share strategies you've implemented that have successfully identified expansion opportunities, as this is a critical aspect of the role.
We think you need these skills to ace Senior Manager, Customer Growth Account Management
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer success and account management, especially within a B2B SaaS environment. Use specific metrics to demonstrate your impact on customer retention and growth.
Craft a Compelling Cover Letter: In your cover letter, emphasize your leadership skills and experience in developing high-performing teams. Discuss how you have successfully implemented processes that drive customer value and engagement.
Showcase Data-Driven Achievements: Include examples of how you've used data to inform decision-making and improve team performance. Highlight any key performance metrics you've tracked, such as Net Revenue Retention (NRR) or customer satisfaction scores.
Prepare for Interviews: Be ready to discuss your strategies for customer success and how you foster collaboration between teams. Prepare to articulate your approach to mentoring and developing team members, as well as your experience with cross-functional collaboration.
How to prepare for a job interview at Tricentis
✨Showcase Your Leadership Skills
As a Senior Manager, you'll need to demonstrate your ability to lead and mentor a team. Prepare examples of how you've successfully coached team members in the past and fostered a collaborative culture.
✨Highlight Customer Success Strategies
Be ready to discuss specific strategies you've implemented to drive customer retention and growth. Share metrics or case studies that showcase your impact on customer satisfaction and ROI.
✨Emphasize Cross-Functional Collaboration
Since this role involves working with various teams, prepare to talk about your experience collaborating with Sales, Product, and Support teams. Highlight how you’ve advocated for customer needs and driven alignment across departments.
✨Prepare for Data-Driven Discussions
Given the importance of metrics in this role, be prepared to discuss how you've used data to inform decision-making. Bring examples of key performance metrics you've tracked and how they influenced your team's strategy.
