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