Senior Customer Success Manager

Summary

Join Sauce Labs' high-performing Customer Success team and contribute strategically to our success. You will build relationships with key enterprise customers, guiding them on their test automation journey. This role involves developing account plans, monitoring customer health, and proactively addressing issues. You will collaborate with various internal teams and act as a customer advocate. Success in this position requires strong technical aptitude, excellent communication skills, and experience in customer success management for SaaS solutions. The role offers a hybrid work environment and competitive compensation and benefits.

Requirements

• 5+ years of experience working as a Customer Success Manager, expanding business for SaaS solutions in digital product development, testing or DevOps
• Strong technical aptitude and ability to simplify complex concepts
• Proven ability to anticipate customer needs and drive scalable solutions
• Genuine curiosity, plus desire to learn about existing and new tools in the testing ecosystem
• The persistence to discover, develop and build relationships where none exists
• Ability to seek and identify new use cases which could benefit from continuous testing architecture
• Ability to run technical demonstration sessions of newly released features and capabilities which could benefit customer goals and objectives
• Ability to collaborate effectively with cross-functional teams, including Sales, Support, Engineering, Product Management, and Consulting Services
• Excellent communication, written and presentation skills
• Willingness to provide context on issues and communicate appropriate urgency when collaborating cross-functionally
• Willingness and ability to travel (occasionally at short notice), provide after hours and weekend on-call support as needed to support maintenance activities
• Experience with CSM tools, i.e Gainsight
• Bachelor’s Degree or equivalent experience

Responsibilities

• Develop and nurture relationships across a portfolio of enterprise customers to increase their adoption and health scores to add value to their business
• Collaborate with Sales to develop strategic account plans, improve customer experience, and explore expansion opportunities
• Partner with customers to identify their strategic goals, business priorities, and initiatives to create success plans with clear metrics and engagement strategies
• Proactively monitor customer usage and health scores of Sauce products and take immediate action to mitigate and address issues
• Build relationships with multiple individuals in each account, including executive sponsors, economic buyers, and decision-makers
• Influence leaders to drive change across the customer organization
• Provide strategic advice and guidance to customers on effectively using Sauce products and schedule regular touch points to review progress and milestones
• Prepare and present quarterly Executive business reviews in partnership with Sales and product management
• Act as an advocate for customer needs/issues across product, marketing, and support functions
• Provide ongoing support and assistance to customers, helping them troubleshoot issues, address concerns, and optimize their product usage
• Responsible for measuring and proactively monitoring customer health scores to drive proactive engagement and address potential concerns before they escalate
• Work closely with your internal cross-functional departments, Sales, Renewals, Product, Support, and Legal, to influence them to address customer needs and drive successful outcomes
• Own and drive internal initiatives that enhance and grow the CS organization
• Travel and meet customers on-site as needed

Preferred Qualifications

• Familiarity with test automation languages such as Selenium and Appium a plus
• 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