The Lead Customer Growth Account Manager (CGAM) is responsible for driving customer retention, value realization, and growth across an assigned portfolio of accounts.
This role operates at the intersection of account management, project management, and commercial ownership, ensuring customers achieve their desired outcomes with Tricentis solutions while proactively managing risk and identifying expansion opportunities.
The Lead CGAM is accountable for understanding customer goals, aligning internal and external stakeholders, driving execution against agreed plans, and ensuring renewals are completed on time with a high degree of forecast accuracy.
Additionally, this role will be responsible for leading, developing and supporting a team of up to 4 individual contributors.
Location: Hybrid - three days per week in our Atlanta or Charlotte office
Key Responsibilities1. Customer Journey Management - Own the full lifecycle: onboarding, adoption, maturity, renewal, and growth
- Define and maintain clear success plans aligned to customer goals and timelines
- Ensure every account has a clear path to value realization
2. Value Realization & Customer Health - Continuously assess whether customers are actively using products and realizing value
- Drive structured, outcome-focused customer conversations
- Identify risk early and define clear action plans to mitigate it
- Maintain accurate health signals based on engagement, usage, and business alignment
3. Strategic Account Leadership - Build multi-threaded relationships across user, champion, and executive levels
- Engage customer leadership with clear updates on progress, risks, and required actions
- Provide guidance on quality engineering best practices and strategic direction
4. Cross-Functional Orchestration - Partner with Sales, Professional Services, Product Support, and Product teams
- Drive alignment and accountability across internal stakeholders
- Ensure customer blockers are addressed quickly and effectively
5. Renewal & Growth Ownership - Own renewal pipeline, forecasting, and on-time close
- Prevent late-cycle risk through proactive account management
- Identify and drive expansion opportunities aligned to customer goals
6. Operational Discipline - Maintain accurate and timely updates in CRM (Salesforce) and Gainsight
- Use systems and reporting to manage time, prioritize accounts, and drive accountability
- Leverage dashboards and data to inform decisions and coaching
7. Continuous Improvement & AI Adoption - Embrace change and evolving processes
- Leverage AI tools to improve productivity and customer engagement
- Contribute to development of playbooks and best practices
8. Team Leadership - Coach team members on discovery, pipeline generation, deal strategy, negotiation, and executive communication
- Drive accountability and operational rigor through consistent forecast management, pipeline inspection, and performance coaching
- Partner directly with sellers on complex opportunities to accelerate deal progression and improve win rates
- Foster a performance-driven culture centered on collaboration, customer outcomes, and continuous development
- Conduct regular 1:1s, deal reviews, and territory planning sessions to support rep growth and execution consistency
- Collaborate cross-functionally with Marketing, Customer Success, Solutions Engineering, and Product teams to align go-to-market execution
- Model and reinforce value-based selling methodologies and disciplined sales process adoption
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