ABOUT THE ROLE
As a Customer Value Consultant, you will be the primary post-sales owner for a portfolio of customers within our Corporate segment, helping customers get successfully onboarded, adopt Tricentis solutions, and realize measurable value from their investment.
This role is designed for a higher-volume customer portfolio, where success comes from combining proactive customer engagement with scalable, technology-enabled support.
You will help customers navigate their first 100 days, monitor onboarding and adoption milestones, connect them with resources through Customer Hub, and step in when progress stalls or additional guidance is needed.
You will primarily engage with customer champions, practitioners, administrators, and operational stakeholders, coordinating with Account Executives, Professional Services, Support, Technical teams, and partners to create connected customer experience.
Success is measured through onboarding progress, adoption, portfolio health, customer value realization, retention, and your ability to proactively identify customers who need intervention.
WHAT YOU'LL OWN
- Own post-sales success across a portfolio of Corporate customers, providing clear accountability from onboarding through ongoing adoption and value realization.
- Guide customers through their first 100 days, establishing clear onboarding and adoption milestones and proactively intervening when progress stalls.
- Manage a higher-volume customer portfolio, using customer health, adoption signals, milestones, and risk indicators to prioritize where direct engagement will have the greatest impact.
- Enable customers to take advantage of the Tricentis Customer Hub and other self-guided resources, combining scalable digital engagement with targeted human support when needed.
- Build productive relationships with customer champions, practitioners, administrators, and operational stakeholders to understand goals, remove adoption barriers, and maintain momentum.
- Coordinate the transition from sale to onboarding, including working with Professional Services when Smart Start is part of the customer journey and assuming fuller ownership as onboarding progresses.
- Maintain a clear view of customer health across onboarding progress, adoption, utilization, technical health, support experience, and commercial standing.
- Identify renewal and adoption risks early, documenting mitigation actions and bringing in the appropriate internal resources when additional intervention is required.
- Partner across Account Executives, Renewals, Technical teams, Support, Professional Services, Product, and partners to provide a coordinated customer experience.
- Identify customer needs, product feedback, and potential expansion signals and route them to the appropriate teams with relevant context.
CHALLENGES YOU'LL HELP SOLVE
- Create a strong customer experience during the first 100 days, reducing the risk of adoption issues becoming renewal problems later in the customer lifecycle.
- Deliver meaningful customer success across a high-volume portfolio while applying the right level of engagement based on customer health, milestones, adoption, and risk.
- Help customers successfully adopt Tricentis through a combination of Customer Hub, self-guided resources, proactive milestone monitoring, and targeted intervention.
- Identify customers who are stalled or falling behind onboarding and adoption milestones and determine when direct engagement or escalation is needed.
- Build effective relationships with customer champions and practitioners who drive day-to-day adoption.
- Coordinate internal teams and partners around customer outcomes, ensuring clear ownership and smooth handoffs without becoming the implementation or technical delivery resource.
SKILLS FOR SUCCESS
Required Skills
- Customer success and value realization: Demonstrated success improving adoption, demonstrating customer value, and managing a portfolio of recurring-revenue customers, typically across 5 to 8+ years in Customer Success, Value Consulting, Account Management, Technical Account Management, or a comparable enterprise SaaS post-sales role.
- Portfolio management: Ability to effectively manage a relatively large customer portfolio, prioritize competing customer needs, and identify which accounts require proactive intervention.
- Customer engagement: Strong ability to build credibility with customer champions, practitioners, administrators, and business or technical stakeholders.
- Value communication: Ability to connect product adoption and customer activity to practical business outcomes and communicate value in a clear, credible way.
- Risk identification: Experience recognizing adoption, onboarding, or customer-health risks early and coordinating the right response before they become larger retention issues.
- Commercial acumen: Understanding of recurring-revenue business models, customer retention, renewal risk, and expansion signals.
- Cross-functional collaboration: Ability to work effectively with Sales, Technical teams, Support, Professional Services, Renewals, Product, and partners without direct authority.
- Product and technical fluency: Enough technical understanding to guide customers, address common first-line questions, and determine when specialized technical expertise is required.
- Data-driven prioritization: Comfortable using adoption data, customer-health indicators, milestones, and customer activity to determine where engagement will have the greatest impact.
- Scalable customer success: Comfortable combining direct customer engagement with digital and self-service approaches to support customers efficiently across a higher-volume portfolio.
- Night-shift availability: Must be comfortable and willing to work a night-shift schedule to support customers and internal stakeholders across relevant time zone
Preferred Skills
- Experience managing high-volume or scaled customer-success portfolios in a SaaS environment.
- Experience in software testing, quality assurance, DevOps, cloud software, or a related technology domain.
- Familiarity with customer onboarding, adoption programs, customer-health frameworks, and value realization methodologies.
- Experience using digital customer-success programs, customer communities, knowledge resources, or self-service platforms to drive adoption at scale.
- Experience working with partner-led or co-sell customer models.
- Experience identifying stalled adoption and coordinating recovery plans across internal teams.
SUCCESS IN YOUR FIRST YEAR
First 90 Days
- Build strong working relationships with Account Executives, Professional Services, Support, Technical teams, and other key internal partners.
- Develop a clear understanding of your Corporate customer portfolio, including onboarding stage, adoption status, customer health, and upcoming renewal milestones.
- Become proficient in using Customer Hub and available self-service resources to guide customers.
- Establish a consistent approach for monitoring onboarding and adoption milestones and identifying customers who require additional intervention.
- Begin building relationships with customer champions and practitioners across your assigned portfolio.
Six Months
- Effectively manage your customer portfolio using health, adoption, onboarding, and risk indicators to prioritize engagement.
- Demonstrate consistent progress against onboarding and adoption milestones across the portfolio.
- Proactively identify stalled customers and coordinate appropriate interventions before issues become renewal risks.
- Drive effective use of Customer Hub and self-guided resources while providing targeted direct engagement where it adds the greatest value.
- Maintain clear documentation of customer health, risks, commitments, and next steps.
Twelve Months
- Deliver measurable progress against customer onboarding, adoption, value realization, and portfolio-health targets.
- Contribute to strong retention performance by identifying and addressing preventable risks early in the customer lifecycle.
- Demonstrate effective management of a scaled Corporate customer portfolio, balancing proactive engagement with digital and self-service customer-success approaches.
- Consistently identify and route qualified expansion opportunities, customer feedback, and technical needs to the appropriate internal teams.
- Maintain accurate visibility into customer health, adoption, risks, milestones, and commitments across your portfolio.
WHAT YOU’LL GET:
- Market competitive salary + success-oriented bonus.
- Day 1 HMO coverage with 3 free dependents.
- Hybrid work arrangement (3x Onsite, 2x WFH)
- Work with the market leader in model-based automation testing.
- Supportive and engaged leadership team.
OUR CORE VALUES:
At Tricentis, we strive for success while inspiring those around us by knowing what we need to achieve and how we’ll achieve it. Our core values serve as our guiding light to drive our every action and define our ways of working so that we can create and enjoy a successful journey and reach higher heights together.
- 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.
- Move fast: Create momentum and efficiency.
- Demonstrate self-awareness: Own your own strengths and limitations.
- Finish what we start: Do what we say we are going to do.
Tricentis is proud to be an equal opportunity workplace. Qualified applicants will receive consideration for employment without regard to race, color, ethnicity, gender, religious affiliation, age, sexual orientation, socioeconomic status, or physical and mental disability and other statuses protected by law.
Global Sanctions Compliance
We comply with all applicable global sanctions and export control laws. Candidates must not be listed on any government restricted party lists (including OFAC SDN List and U.S. Commerce Department restricted lists) and must certify that their employment would not violate any sanctions or export control regulations. Candidates must notify us of any changes to their status during the application process or subsequent employment.
