Customer Success Manager

Sauce Labs empowers top enterprises to deliver quality web and mobile applications at speed. The Customer Success Manager will manage a portfolio of enterprise accounts, guiding customers through adoption, engagement, and value realization phases of their journey with the platform.

Responsibilities

• Own and manage relationships with a portfolio of mid-sized to large enterprise accounts
• Conduct in-depth discovery sessions to understand customer objectives, use cases, and success criteria
• Create and drive Success Plans that outline clear goals, milestones, and engagement strategies
• Deliver proactive recommendations to help customers optimize platform usage, adoption, and ROI
• Facilitate periodic business reviews with customer stakeholders to showcase value and identify expansion opportunities
• Monitor customer health scores and usage metrics to identify risks and opportunities for growth
• Collaborate with Sales on renewal strategies and expansion plans
• Troubleshoot escalated customer issues by coordinating with Support and Product teams
• Deliver feature education and technical demonstrations on new product capabilities
• Advocate for customer needs internally across Product, Marketing, and Engineering teams

Skills

• 1-3 years in a Customer Success, Technical Account Management, or similar SaaS customer-facing role
• Demonstrated ability to build trusted relationships with technical and business stakeholders
• Strong technical (familiarity with python, java, or other related coding languages) aptitude and ability to simplify complex concepts
• Experience working with and/or performing data analysis is a plus
• Excellent communication, presentation, and problem-solving skills
• Experience driving adoption and creating value realization plans for enterprise software solutions
• Experience with CSM tools, i.e. Salesforce, Outreach, Google Workspace
• Willingness and ability to travel (occasionally at short notice), provide after hours and weekend on-call support as needed to support maintenance activities
• Ability to work cross-functionally in a fast-paced environment
• Bachelor's degree or equivalent work experience
• Travel and meet customers on-site as needed
• Familiarity with test automation technologies such as Selenium and Appium, web and mobile SDKs, network proxy solutions a plus
• Experience with Consultative Selling
• Understanding of the SDLC, software development processes (Agile, CI/CD) and tools
• Experience working with Global 2000 customers

Benefits

• Health coverage (medical, dental, and vision)
• Disability and life insurance
• Parental leave benefits
• Flexible time off
• Professional development
• 401(k) retirement plan with match

Company Overview

Company H1B Sponsorship