ABOUT THE ROLE
As Customer Value Consultant, you will be the primary post-sales owner for customer success, helping customers realize measurable business value from their investment in Tricentis. This role exists to strengthen customer outcomes, increase adoption, reduce renewal risk, and support sustainable growth across Direct-Led, Co-Sell, and Opportunistic customer segments.
You will own the Customer Success Plan, build trusted relationships from operational stakeholders through VP and C-level sponsors, and orchestrate the Tricentis and partner resources needed to move customer outcomes forward. Success is measured through customer value realization, adoption, portfolio health, retention performance, executive alignment, and the expansion opportunities that follow demonstrated value.
WHAT YOU'LL OWN
- Own the Customer Success Plan for each customer, defining outcomes, milestones, and accountable actions that connect adoption to measurable business value.
- Drive value realization by evidencing progress against agreed outcomes and translating adoption and utilization data into credible ROI narratives.
- Lead Executive Business Reviews and build relationships across the customer organization that connect realized value to future priorities.
- Manage the transition from go-live into ongoing adoption, agreeing success criteria early and intervening promptly when early milestones slip.
- Maintain a holistic view of customer health across adoption, utilization, technical health, support experience, and commercial standing.
- Identify renewal risks early, flagging material risk at least 120 days out with a documented mitigation plan, clear owners, and escalation paths.
- Partner across Account Executives, Renewals, Technical, Support, Advisory, Professional Services, Product, and partners to create one coordinated customer experience.
- Spot and qualify expansion signals based on demonstrated value, whitespace, and adoption maturity, and hand them to the Account Executive with a clear value rationale.
- Feed customer product feedback and unmet needs back into the business through the right channels.
CHALLENGES YOU'LL HELP SOLVE
- Convert technology adoption into measurable business outcomes and credible executive value narratives.
- Apply the right depth of engagement across a portfolio that varies by value, complexity, risk, and segment.
- Surface and address adoption gaps and stakeholder changes early enough to protect renewals and trusted relationships.
- Connect retention priorities and expansion opportunities so that growth follows demonstrated value.
- Align internal teams and partner organizations around shared customer outcomes, clear ownership, and clean handoffs, while respecting partner delivery boundaries on Co-Sell accounts.
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.
- Executive stakeholder engagement: Executive presence and proven ability to establish credibility and lead outcome-focused conversations with VP and C-level stakeholders.
- Value and ROI storytelling: Ability to translate technology adoption into business outcomes, executive value narratives, and credible investment cases built from customer evidence.
- Retention and risk management: Experience identifying customer risk, building mitigation and recovery plans, and supporting customers through critical escalations.
- Commercial acumen: Understanding recurring-revenue models, retention drivers, renewal risk, and expansion signals.
- Cross-functional leadership: Ability to align Sales, Technical, Support, Services, Product, Renewals, and partners without direct authority.
- Product and technical fluency: Enough product knowledge to connect customer goals to Tricentis capabilities and resolve common first-line questions, engaging credibly with business and technical stakeholders without becoming the delivery resource.
- Execution and data-driven prioritization: Disciplined in maintaining success plans, risk visibility, commitments, and next steps, using health indicators, adoption metrics, and judgment to focus where impact is greatest.
Preferred Skills
- Experience in software testing, quality assurance, or a related technology domain.
- Experience supporting strategic enterprise customers in a SaaS environment.
- Familiarity with executive business reviews, customer success planning, and value realization methodologies.
- Experience with partner-led or co-sell customer engagement models.
- Comfort constructively challenging customers and stakeholders where decisions are limiting outcomes.
SUCCESS IN YOUR FIRST YEAR
First 90 Days
- Build trusted relationships with your Account Executives, cross-functional partners, and key customer contacts.
- Assess your portfolio's health, adoption status, and renewal timeline, and build or refresh Customer Success Plans for priority accounts.
- Establish a clear success cadence and engagement approach appropriate to each segment.
Six Months
- Keep Customer Success Plans current, outcome-based, and actively used to manage customer progress.
- Surface material renewal risks at least 120 days out with documented mitigation plans, owners, and escalation paths.
- Complete required executive engagements and document alignment on priorities, value, and next actions.
Twelve Months
- Deliver measurable progress against customer outcomes, adoption milestones, and portfolio health targets.
- Achieve or exceed the applicable Gross Revenue Retention target, minimizing preventable churn through proactive intervention.
- Consistently identify and transfer qualified expansion signals, with health, risks, and commitments accurately maintained in designated systems.
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.
