Customer Growth Retention Manager

📌 Core Information

🔹 Job Title: Customer Growth Retention Manager

🔹 Company: Tricentis

🔹 Location: Manila, Philippines

🔹 Job Type: Full-Time

🔹 Category: Customer Success & Growth

🔹 Date Posted: May 27, 2025

🔹 Experience Level: 2-5 years

🔹 Remote Status: On-site (Hybrid)

🚀 Job Overview

Key aspects of this role include:

• Supporting a portfolio of customers to drive retention and expansion
• Working closely with Customer Growth Account Managers (CGAMs) to ensure operational support
• Managing renewal quotes and ensuring pricing accuracy
• Proactively monitoring quoting and improving on-time renewal rates
• Collaborating with internal teams (Sales, Deal Desk, Legal, Finance) and customers

ASSUMPTION: This role requires a balance of operational support and strategic thinking to drive customer growth and retention.

📋 Key Responsibilities

✅ Work directly with internal partners (CGAMs) to facilitate quote creation, on time for assigned customers

✅ Prepare and manage renewal quotes, collaborating with Deal Desk, Legal, and Finance teams as needed

✅ Ensure all pricing is correct before issuing quotes for download, for CGAMs

✅ Proactively monitor quoting, making sure we are offering multiyear renewals and creative comparisons for customers

✅ Consistently meet or exceed monthly renewal targets, always improving on-time renewal rates

✅ Understand all corporate legal and pricing initiatives and how they impact our quotes

✅ Manage a system or process for regular data updates and provide training on data management best practices to maintain the accuracy and completeness of the contact data

ASSUMPTION: This role involves a mix of operational tasks and strategic planning to maximize customer retention and growth.

🎯 Required Qualifications

Education: Bachelor's degree in Business, Marketing, or a related field

Experience: 3-5 years of experience in customer renewals, account management, or revenue operations within a SaaS company or similar background

Required Skills:

• Strong business and commercial acumen, with experience in pricing, contracts, and IT operations best practices
• Proven ability to build relationships and collaborate with internal teams and customers
• Excellent communication skills (verbal and written) in English; additional languages are a plus
• Team player, working aligned with internal departments, forming relationships, and working on the same end goal
• Experience working with executive-level stakeholders, influencing decisions, and managing customer expectations
• Proactive, results-driven, and self-motivated, with the ability to work independently in a fast-paced environment
• Comfortable in high-growth and global organizations, adapting to changing priorities
• Strong analytical and problem-solving skills, with experience in data management and reporting

Preferred Skills:

• Experience working with CRM systems (e.g., Salesforce)
• Familiarity with pricing tools and processes

ASSUMPTION: Candidates with experience in customer success, account management, or revenue operations within a SaaS company will be well-suited for this role.

💰 Compensation & Benefits

Salary Range: PHP 600,000 - 900,000 per year (based on experience and market standards for the role and location)

Benefits:

• Market competitive salary + success-oriented bonus
• Day 1 HMO coverage with 3 free dependents
• Hybrid work arrangement
• Work with the market leader in model-based automation testing
• Supportive and engaged leadership team
• Commitment to diversity and inclusion
• Global company with opportunities for growth and development

Working Hours: Full-time, 40 hours per week, with flexible hours and remote work options

ASSUMPTION: The salary range is estimated based on market standards for the role, experience level, and location. Actual salary may vary based on individual qualifications and company discretion.

📌 Applicant Insights

🔍 Company Context

Industry: Software Development, specifically in continuous testing and quality engineering

Company Size: Medium (1,001-5,000 employees), offering a supportive and engaged work environment with opportunities for growth and development

Founded: 2007, with headquarters in Austin, Texas, and offices worldwide

Company Description:

• Global leader in continuous testing and quality engineering
• AI-powered, continuous testing platform addressing both agile development and complex enterprise apps
• Recognized as a leader by major industry analysts, with over 2,500 customers, including large brands worldwide

Company Specialties:

• Software Testing
• Test Automation
• Mobile Testing
• SAP Testing
• Continuous Testing
• Load Testing
• Performance Testing
• Test Management
• DevOps
• Quality Engineering
• Generative AI
• Artificial Intelligence
• Quality Assurance
• Data Integrity
• Digital Transformation
• Oracle Testing
• ERP
• and Application Testing

Company Website: http://www.tricentis.com

ASSUMPTION: Tricentis is a well-established company in the software development industry, offering opportunities for professional growth and development.

📊 Role Analysis

Career Level: Mid-level, with opportunities for growth and advancement within the company

Reporting Structure: Reports directly to the Customer Growth Team, working closely with Customer Growth Account Managers (CGAMs)

Work Arrangement: Hybrid, with a combination of on-site and remote work

Growth Opportunities:

• Progression to senior or management roles within the Customer Growth team
• Expansion into other areas of the business, such as sales or product management
• International assignments, as the company has offices worldwide

ASSUMPTION: This role offers opportunities for career growth and development within the company, as well as the chance to work in a dynamic and global environment.

🌍 Location & Work Environment

Office Type: Hybrid, with a combination of on-site and remote work

Office Location(s): Manila, Philippines

Geographic Context:

• Manila is the capital and most populous city of the Philippines
• Known for its vibrant culture, bustling nightlife, and historical sites
• Offers a mix of urban and suburban living, with various neighborhoods to choose from

Work Schedule: Full-time, with flexible hours and remote work options

ASSUMPTION: The hybrid work arrangement offers a balance between on-site collaboration and remote flexibility, allowing employees to enjoy the best of both worlds.

💼 Interview & Application Insights

Typical Process:

• Online application submission
• Phone or video screen with the hiring manager
• On-site or virtual interview with the team
• Final interview with the director or another senior leader
• Background check and offer extension

Key Assessment Areas:

• Customer focus and understanding of customer needs
• Problem-solving skills and analytical thinking
• Communication and interpersonal skills
• Ability to work independently and in a team environment
• Adaptability and resilience in a fast-paced, changing environment

Application Tips:

• Tailor your resume and cover letter to highlight your relevant experience and skills for this role
• Demonstrate your understanding of customer success principles and strategies
• Showcase your ability to work collaboratively and independently in a dynamic environment
• Prepare examples of your problem-solving skills and customer-focused mindset

ATS Keywords: Customer Success, Customer Retention, Account Management, Renewals, Pricing, Quoting, Data Management, CRM, Salesforce, SaaS

ASSUMPTION: The interview process is designed to assess the candidate's fit for the role, as well as their ability to contribute to the team's success and the company's overall growth.

🛠️ Tools & Technologies

• Salesforce (CRM)
• Pricing tools and processes
• Microsoft Office Suite (Word, Excel, PowerPoint)
• Project management tools (e.g., Asana, Trello, Jira)

ASSUMPTION: Familiarity with these tools and technologies is preferred, but not required, as training will be provided.

👔 Cultural Fit Considerations

Company Values:

• Demonstrate Self-Awareness: Own your strengths and limitations
• Finish What We Start: Do what we say we are going to do
• Move Fast: Create momentum and efficiency
• Run Towards Change: Challenge the status quo
• Serve Our Customers & Communities: Create a positive experience with each interaction
• Solve Problems Together: We win or lose as one team
• Think Big & Believe: Set extraordinary goals and believe you can achieve them

Work Style:

• Collaborative and team-oriented
• Results-driven and proactive
• Adaptable and resilient in a fast-paced environment
• Customer-focused and customer-centric

Self-Assessment Questions:

• Do I have a proven track record of building relationships and collaborating with internal teams and customers?
• Am I comfortable working in a fast-paced, changing environment and adapting to new priorities?
• Do I have strong analytical and problem-solving skills, with experience in data management and reporting?
• Am I a self-motivated, results-driven individual who can work independently and in a team environment?

ASSUMPTION: Candidates who align with Tricentis' core values and work style will be well-suited for this role and the company's culture.

⚠️ Potential Challenges

• Managing multiple customer accounts and priorities
• Balancing operational tasks and strategic planning
• Adapting to a fast-paced, changing environment
• Working with diverse internal teams and customers
• Managing data accuracy and completeness in a dynamic environment

ASSUMPTION: These challenges can be overcome with strong organizational skills, adaptability, and a customer-focused mindset.

📈 Similar Roles Comparison

• Customer Success Manager (CSM) vs. Customer Growth Retention Manager (CGRM):
• CSM focuses more on customer satisfaction, renewal, and upsell opportunities, while CGRM has a broader scope, including strategic planning and expansion
• CSM typically works with a smaller portfolio of customers, while CGRM manages a larger portfolio
• Account Manager vs. Customer Growth Retention Manager:
• Account Manager focuses on selling and growing accounts, while CGRM focuses on retention and expansion
• Account Manager may have a larger portfolio of customers, with a focus on new business development
• Career Path Comparison:
• CGRM can progress to senior or management roles within the Customer Growth team or expand into other areas of the business
• CSM and Account Manager roles can also lead to senior or management positions, with opportunities for growth and development

ASSUMPTION: While these roles share some similarities, the Customer Growth Retention Manager role offers a unique blend of operational support and strategic planning, with opportunities for growth and development within the company.

📝 Sample Projects

• Developing and implementing a data management system to maintain contact data accuracy and completeness
• Collaborating with internal teams to create accurate renewal, upsell, and down sell quotes for enterprise customers
• Proactively monitoring quoting and improving on-time renewal rates through creative comparisons and multiyear renewals

ASSUMPTION: These sample projects demonstrate the role's focus on data management, collaboration, and strategic planning to drive customer retention and growth.

❓ Key Questions to Ask During Interview

• How does this role fit into the overall Customer Growth strategy for the company?
• What are the key priorities for this role in the first 30, 60, and 90 days?
• How does the team collaborate and support each other in achieving our goals?
• What opportunities are there for growth and development within the Customer Growth team and the company as a whole?
• How does the company support work-life balance for its employees?

ASSUMPTION: Asking these questions will help you understand the role's expectations, the team's dynamics, and the company's culture and growth opportunities.

📌 Next Steps for Applicants

To apply for this position:

• Submit your application through this link
• Tailor your resume and cover letter to highlight your relevant experience and skills for this role
• Prepare examples of your problem-solving skills and customer-focused mindset
• Prepare for a phone or video screen with the hiring manager, followed by on-site or virtual interviews with the team and a final interview with a senior leader
• Follow up with the hiring manager within 48 hours after each interview, expressing your interest in the role and asking about next steps

⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.