Senior Customer Success Manager Sauce Labs
San Francisco, CA

Job Description

Being the voice of the customer isn't everyone's cup of tea, and teaching customers how to use a new product isn't easy. We're looking for someone who is passionate about guiding customers through their technical onboarding and interested in making waves in an upcoming industry.

Sauce Labs is the market leader for the world's largest continuous testing cloud. We help development teams develop and deliver quality software faster without compromising quality.

In one year, you'll know you were successful if you've:

* Actively managed a portfolio of enterprise customers, reduced churn, and successfully driven expansion.
* Created effective success plans, tracked critical action items, and guided customers through a series of milestones.
* Identified growth/service opportunities to deliver more value and notified customers about new features that would interest them.
* Mastered the onboarding process, proactively monitored customer health, and presented account reviews with customer stakeholders.
* Identified renewal risks early on and worked with Sales/Renewals teams to address such risks.

To excel in this position, keep in mind that you must have:

* 5+ years of experience as a Customer Success Manager with experience in the testing space.
* Strong technical aptitude and ability to be conversant on topics.
* Excellent interpersonal and presentation skills.
* Ability to develop or build relationships where none may exist.
* Experience collaborating cross-functionally to solve problems (Support, Sales, and Renewals).
* Bachelor's Degree or equivalent experience.

Nice to have, but not required:

* Familiarity with test automation languages (Selenium, Appium) or previous QA/testing experience.
* Understanding of software development processes (Agile, CI/CD) and tools.
* Experience writing code in a current language (Java, C#, Ruby, etc).