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.ResponsibilitiesOwn and manage relationships with a portfolio of mid-sized to large enterprise accountsConduct in-depth discovery sessions to understand customer objectives, use cases, and success criteriaCreate and drive Success Plans that outline clear goals, milestones, and engagement strategiesDeliver proactive recommendations to help customers optimize platform usage, adoption, and ROIFacilitate periodic business reviews with customer stakeholders to showcase value and identify expansion opportunitiesMonitor customer health scores and usage metrics to identify risks and opportunities for growthCollaborate with Sales on renewal strategies and expansion plansTroubleshoot escalated customer issues by coordinating with Support and Product teamsDeliver feature education and technical demonstrations on new product capabilitiesAdvocate for customer needs internally across Product, Marketing, and Engineering teamsSkills1-3 years in a Customer Success, Technical Account Management, or similar SaaS customer-facing roleDemonstrated ability to build trusted relationships with technical and business stakeholdersStrong technical (familiarity with python, java, or other related coding languages) aptitude and ability to simplify complex conceptsExperience working with and/or performing data analysis is a plusExcellent communication, presentation, and problem-solving skillsExperience driving adoption and creating value realization plans for enterprise software solutionsExperience with CSM tools, i.e. Salesforce, Outreach, Google WorkspaceWillingness and ability to travel (occasionally at short notice), provide after hours and weekend on-call support as needed to support maintenance activitiesAbility to work cross-functionally in a fast-paced environmentBachelor's degree or equivalent work experienceTravel and meet customers on-site as neededFamiliarity with test automation technologies such as Selenium and Appium, web and mobile SDKs, network proxy solutions a plusExperience with Consultative SellingUnderstanding of the SDLC, software development processes (Agile, CI/CD) and toolsExperience working with Global 2000 customersBenefitsHealth coverage (medical, dental, and vision)Disability and life insuranceParental leave benefitsFlexible time offProfessional development401(k) retirement plan with matchCompany OverviewSauce Labs provides cloud-based testing for mobile and web applications. It was founded in 2008, and is headquartered in San Francisco, California, USA, with a workforce of 201-500 employees. Its website is http://saucelabs.com.Company H1B SponsorshipSauce Labs has a track record of offering H1B sponsorships, with 2 in 2025, 2 in 2024, 1 in 2023, 2 in 2022, 3 in 2021, 6 in 2020. Please note that this does not guarantee sponsorship for this specific role.



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