📌 Core Information
🔹 Job Title: Customer Growth Retention Manager
🔹 Company: Tricentis
🔹 Location: Austin, Texas (with remote flexibility for Atlanta, Georgia)
🔹 Job Type: Full-Time
🔹 Category: Customer Success & Account Management
🔹 Date Posted: May 1, 2025
🔹 Experience Level: 2-5 years
🔹 Remote Status: Hybrid (Austin, Texas office with remote flexibility for Atlanta, Georgia)
🚀 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 facilitate quote creation
- Managing renewal quotes and ensuring accurate pricing
- Proactively monitoring quoting to improve 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
✅ Attend biweekly meetings with partners within the Public Sector
✅ 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, strategic planning, and stakeholder management to achieve customer growth and retention targets.
🎯 Required Qualifications
Education: Bachelor's degree in Business, Marketing, or a related field (or equivalent experience)
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 Public Sector customers
- Familiarity with Salesforce or similar CRM platforms
- Knowledge of enterprise software solutions
ASSUMPTION: Candidates with a strong background in customer success, account management, or revenue operations within a SaaS company are likely to be successful in this role.
💰 Compensation & Benefits
Salary Range: $80,000 - $120,000 per year (based on experience level and industry standards for Customer Success Managers in Austin, Texas)
Benefits:
- Market competitive salary + success-oriented commission/bonus
- Supportive and engaged leadership team
- Career path and professional/personal development
- 401(k) / pension plan, full benefits package available
- Hybrid work environment
Working Hours: Full-time, typically Monday-Friday, 9:00 AM - 5:00 PM (with flexibility for remote work)
ASSUMPTION: The salary range provided is an estimate based on industry standards for Customer Success Managers in Austin, Texas, with 3-5 years of experience.
📌 Applicant Insights
🔍 Company Context
Industry: Software Development, specifically in continuous testing and quality engineering
Company Size: 1,001-5,000 employees (mid-sized enterprise)
Founded: 2007, with headquarters in Austin, Texas
Company Description:
- Tricentis is a global leader in continuous testing and quality engineering
- Offers an AI-powered, continuous testing platform that provides a new and fundamentally different way to perform software testing
- Addresses both agile development and complex enterprise apps, enabling enterprises to accelerate their digital transformation
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
- Application Testing
Company Website: tricentis.com
ASSUMPTION: Tricentis is a well-established company in the software development industry, focusing on continuous testing and quality engineering solutions.
📊 Role Analysis
Career Level: Mid-level, with opportunities for growth and career progression
Reporting Structure: This role reports directly to the Customer Growth Team Lead and works closely with Customer Growth Account Managers (CGAMs) and other internal teams
Work Arrangement: Hybrid, with an office in Austin, Texas, and remote flexibility for Atlanta, Georgia
Growth Opportunities:
- Potential career progression into senior roles within the Customer Growth team or other departments
- Opportunities to work on high-impact projects and drive customer success
- Access to professional development and training resources
ASSUMPTION: This role offers opportunities for career growth and development within a mid-sized enterprise focused on continuous testing and quality engineering.
🌍 Location & Work Environment
Office Type: Hybrid, with an office in Austin, Texas, and remote flexibility for Atlanta, Georgia
Office Location(s): 5301 Southwest Parkway, Building 2, Suite 200, Austin, Texas 78735, US (primary office); 389 av. du château de Jouques, Gémenos, 13420, FR (secondary office for Atlanta, Georgia)
Geographic Context:
- Austin, Texas: Known for its vibrant tech industry, live music scene, and outdoor activities
- Atlanta, Georgia: A major hub for tech, finance, and entertainment industries, with a diverse cultural scene
Work Schedule: Full-time, typically Monday-Friday, 9:00 AM - 5:00 PM (with flexibility for remote work)
ASSUMPTION: The hybrid work environment allows for a balance between in-office collaboration and remote flexibility, catering to different work preferences.
💼 Interview & Application Insights
Typical Process:
- Online application submission
- Phone or video screen with the hiring manager
- In-depth interview with the Customer Growth Team Lead and other team members
- Final interview with the Director of Customer Growth
- Background check and offer extension
Key Assessment Areas:
- Customer success and account management skills
- Business acumen and commercial awareness
- Communication and collaboration skills
- Problem-solving and analytical skills
- Alignment with Tricentis' core values
Application Tips:
- Tailor your resume and cover letter to highlight relevant experience and skills for this role
- Demonstrate your understanding of customer success and account management principles
- Showcase your ability to work collaboratively and drive customer growth and retention
- Prepare for behavioral interview questions that focus on your problem-solving skills and customer success experiences
ATS Keywords: Customer Success, Account Management, Customer Growth, Renewals, Quoting, Pricing, Collaboration, Stakeholder Management, Data Management, Problem-Solving, AI, Software Testing, Quality Engineering
ASSUMPTION: The application process for this role is likely to be competitive, with a focus on assessing customer success and account management skills, as well as cultural fit with Tricentis' core values.
🛠️ Tools & Technologies
- Salesforce or similar CRM platforms
- Microsoft Office Suite (Word, Excel, PowerPoint)
- Google Workspace (Gmail, Google Drive, Google Docs)
- Project management tools (e.g., Asana, Jira, Trello)
ASSUMPTION: The tools and technologies required for this role are standard for customer success and account management positions within a SaaS company.
👔 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 to changing priorities and high-growth environments
- Strong analytical and problem-solving skills
Self-Assessment Questions:
- Can you provide an example of a time when you successfully managed a customer renewal or upsell, and how you approached the quoting process?
- How do you stay organized and manage your time effectively when working with multiple stakeholders and priorities?
- Can you describe a situation where you had to influence a decision or manage customer expectations, and how you approached it?
ASSUMPTION: Tricentis places a strong emphasis on cultural fit, with core values that focus on self-awareness, collaboration, and results-driven work styles.
⚠️ Potential Challenges
- Managing a high volume of renewal quotes and ensuring accurate pricing
- Proactively monitoring quoting and improving on-time renewal rates
- Collaborating effectively with internal teams and customers in a fast-paced, high-growth environment
- Adapting to changing priorities and corporate legal and pricing initiatives
ASSUMPTION: This role presents both operational and strategic challenges, requiring strong organizational skills, adaptability, and a results-driven approach.
📈 Similar Roles Comparison
- Customer Success Manager (CSM) vs. Customer Growth Retention Manager (CGRM): While both roles focus on customer success, the CGRM role has a stronger focus on renewal quotes and pricing, with a more operational aspect to the role
- Account Manager (AM) vs. Customer Growth Retention Manager (CGRM): The CGRM role is more focused on customer retention and expansion, while the AM role is more focused on new customer acquisition and upselling
- Career Path: Customer Growth Retention Manager (CGRM) → Senior Customer Growth Retention Manager → Director of Customer Growth → VP of Customer Success
ASSUMPTION: The Customer Growth Retention Manager role is a unique blend of customer success, account management, and operational support, with a clear career path for growth and development within the Customer Growth team or other departments.
📝 Sample Projects
- Managing a portfolio of customers to drive retention and expansion, with a focus on multiyear renewals and creative comparisons
- Developing and implementing a system or process for regular data updates and training on data management best practices
- Collaborating with internal teams to create accurate renewal, upsell, and down-sell quotes for enterprise customers
ASSUMPTION: These sample projects illustrate the operational, strategic, and collaborative aspects of the Customer Growth Retention Manager role.
❓ Key Questions to Ask During Interview
- Can you describe the typical customer profile for this role and the key challenges they face?
- How does this role collaborate with other departments, such as Sales, Deal Desk, Legal, and Finance?
- What are the most important priorities for this role in the first 30, 60, and 90 days?
- How does Tricentis support the professional development and growth of its employees?
- What are the key metrics used to measure success in this role, and how are they tracked and reported?
ASSUMPTION: These interview questions help applicants understand the role's priorities, expectations, and opportunities for growth and development within Tricentis.
📌 Next Steps for Applicants
To apply for this position:
- Submit your application through this link
- Tailor your resume and cover letter to highlight relevant experience and skills for this role
- Prepare for behavioral interview questions that focus on your problem-solving skills and customer success experiences
- Research Tricentis' core values and be prepared to discuss how your work style aligns with them
- Follow up with the hiring manager one week after submitting your application to express your interest and reiterate your qualifications
⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.
