Customer Success Manager

Sauce Labs Inc. • San Francisco, CA

2d • $110,000 - $130,000 • Hybrid

About The Position

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.

Requirements

• 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

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.

Benefits

• health coverage (medical, dental, and vision) along with disability and life insurance
• parental leave benefits
• flexible time off
• professional development
• a 401(k) retirement plan with match

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level