Customer Success Managers (CSMs) at Tricentis are integral to driving customer success with Tricentis products. They combine the roles of coach, project manager, and product expert, focusing on accelerating customers\' testing journeys and ensuring they achieve their goals. CSMs are proactive, act as trusted advisors, and work on long-term strategies to drive customer value from our products, ensuring expansion and retention through a cross-team effort with Sales, Services, Support, and Product teams.Key Responsibilities:Trusted Advisor Role: Act with a Managing Consultant mentality and be technically proficient in Tricentis products and their integrations (e.g., Jira, CI/CD, ADO).Customer Account Management:

• Maintain comprehensive customer account plans, including key decision-makers, software quality tools landscape, applications under test, purchase reasons, and customer SQE strategy and roadmap.
• Define customer goals, milestones, and metrics.

Customer Advocacy and Engagement:

• Engage with senior leadership within their accounts to ensure alignment with organizational business goals that are impacted by software quality.

• Lead on-site meetings and business reviews. Lead customer workshops to define solution strategies, customer journey roadmaps, and organizational goals.

• Strategically guide customers to establish and quantify desired business outcomes, critical goals, success metrics, and KPIs, periodically validating and highlighting progress during EBRs.
• Utilize account information to forecast customer health, retention, and adoption state. Coach customers on best practices to maximize the value from Tricentis testing tools.

• Develop, prepare, and nurture customers to become Tricentis advocates within the testing community.

• Encourage customers to utilize Tricentis resources (e.g., community, forums, training, professional service engagements, webinars) to increase feature utilization.

Support and Issue Resolution: Assist support and product teams with issue investigations and escalations, providing a meaningful understanding of reported issues.Project Management: Manage projects, coordinate resources/tasks, and conduct regular status meetings and reporting related to critical account escalations and At Risk Renewal Remediation Plans.Cross-Functional Collaboration: Partner closely with Sales, Support, Product Management, and Engineering teams to advocate for customers and translate business needs into improved solutions.Required Skills and Qualifications:

• 3+ years of proven experience in a customer-facing role, preferably in Customer Success or similar fields.

• Strong technical knowledge of Tricentis products or similar and integrations with third-party tools.

• Good project management skills, including coordinating resources and tasks.

• Exceptional communication and coaching skills to convey best practices and maximize customer value.
• Ability to engage with senior leadership and align software quality impacts with business goals.
• Attention to detail, documentation best practices, and high-quality work standards.

Preferred Skills and Qualifications:

• Experience with software quality tools and existing integrations.
• Background in software testing and quality engineering strategy.
• Proven ability to lead workshops and customer meetings.
• Strong understanding of the software testing community and advocacy.

Tricentis Core Values:
Knowing what we need to achieve and how to achieve it is important. Tricentis core values define our ways of working and the behaviors we model that create an enjoyable and successful Tricentis life.

• 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.

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