Customer Success Manager

About Us:

At Sauce Labs, we empower the world's top enterprises - like Walmart, Bank of America, and Indeed - to deliver quality web and mobile applications at speed. Our industry-leading platform ensures continuous quality across the SDLC, using AI-powered analytics to identify key quality signals from development through production. With our unified solution, teams can release and innovate with confidence, knowing their apps will always look, function, and perform exactly as they should. Backed by TPG and Riverwood Capital, we are shaping the future of digital confidence - join us!

The Role:

As a Customer Success Manager at Sauce Labs, you will manage a portfolio of enterprise accounts, guiding customers through adoption, engagement, and value realization phases of their journey with our platform. You will work cross-functionally with Sales, Support, and Product to ensure customers derive maximum benefit from their investment in Sauce Labs solutions.

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.

Required 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.

Nice to Haves:

• 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

We are a hybrid workplace that recognizes the importance of flexibility while valuing in-person collaboration and relationship building. As a result, Saucers located near an office location must be able and willing to come into the office. Those hired remotely must be able and willing to travel to an office as required by the specific role. 

Please note our privacy terms when applying for a job at Sauce Labs.

Sauce Labs is proud to be an Equal Opportunity employee and values diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender identity/expression/status, sexual orientation, age, marital status, veteran status or disability status.

Security responsibilities at Sauce

At Sauce, we will commit to supporting the health and safety of employees and properties, partnering with internal stakeholders to learn and act on ever-evolving security protocols and procedures. You’ll be expected to fully comply with all policies and procedures related to security at the department and org wide level and exercise a ‘security first’ approach to how we design, build & run our products and services.