Customer Success Manager at Sauce Labs in San Francisco, CA

Summary: Sauce Labs empowers top enterprises to deliver quality web and mobile applications at speed. As a Customer Success Manager, you will manage enterprise accounts, guiding customers through adoption and engagement while collaborating with Sales, Support, and Product teams to maximize the value of 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 Qualifications: - 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 Preferred Qualifications: - 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 Required Skills: Customer Success Management, Technical Account Management, Data Analysis Important Skills: Python, Java, CSM Tools Nice-to-Have Skills: Communication Skills, Presentation Skills, Problem-Solving Skills, Cross-Functional Collaboration 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