Senior Customer Success Manager London, UK

At Sauce Labs, we empower the world's top enterprises to deliver quality web and mobile applications at speed. Our industry-leading platform ensures continuous quality across the SDLC, using AI-powered analytics to identify key quality signals from development through production. With our unified solution, teams can release and innovate with confidence, knowing their apps will always look, function, and perform exactly as they should.

The Role

Sauce Labs is ramping up our Customer Success team to proactively help our customers leverage our platform to impact their business. This is an opportunity to be part of a high performing CS team and make a strategic contribution to the success of Sauce Labs. You will be building relationships with key customers and guiding them on their Test Automation journey. We’re looking for someone who is passionate about making their customers successful, proactive in solving challenges, and can represent their customers’ needs within the business.

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 escalated.
• 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.

Required Skills

• 3-5 + 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.
• Experience working with and/or performing data analysis is a plus.
• Proven ability to anticipate customer needs and drive scalable solutions.
• Genuine curiosity, plus a 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. Salesforce, Outreach, Google Workspace.
• Bachelor’s Degree or equivalent 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.

We are a hybrid workplace that recognizes the importance of flexibility while valuing in-person collaboration and relationship building. As a result, Saucers located near an office location must be able and willing to come into the office. Those hired remotely must be able and willing to travel to an office as required by the specific role.

Please note our privacy terms when applying for a job at Sauce Labs. Sauce Labs is proud to be an Equal Opportunity employee and values diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender identity/expression/status, sexual orientation, age, marital status, veteran status or disability status.

Security responsibilities at Sauce

At Sauce, we will commit to supporting the health and safety of employees and properties, partnering with internal stakeholders to learn and act on ever-evolving security protocols and procedures. You’ll be expected to fully comply with all policies and procedures related to security at the department and org wide level and exercise a ‘security first’ approach to how we design, build & run our products and services.