Senior Customer Success Manager

About the role

Sauce Labs is actively building out its Customer Success organization to ensure enterprise customers derive measurable business outcomes from their test automation investment. In this capacity, you will own the strategic management of a targeted portfolio of complex accounts, aligning platform adoption with specific customer business objectives. You will serve as a trusted internal advisor, translating customer goals into actionable plans while removing organizational barriers to value realization. The role requires a high level of technical curiosity to understand testing workflows and advocate effectively with product and engineering teams. You will leverage data and qualitative insights to identify growth opportunities and ensure long-term account sustainability. Collaboration with Sales, Product, and Support will be essential to maintain a cohesive and customer-centric experience across the lifecycle. Ultimately, you will drive platform expansion, retention, and executive-level advocacy within key strategic accounts.

Key facts

What you'll do

• Orchestrate the end-to-end success strategy for a book of enterprise accounts using data-driven health assessments.
• Architect and own bespoke success plans that link platform utilization to quantifiable business outcomes for each customer.
• Facilitate executive-level conversations to align Sauce Labs capabilities with evolving customer priorities and ROI expectations.
• Analyze product usage telemetry and trend analysis to surface adoption gaps and preemptively resolve potential churn risks.
• Coordinate cross-functional initiatives to ensure feedback from the field directly influences product roadmap decisions.
• Conduct in-depth quarterly business reviews that highlight value realization and propose forward-looking optimization strategies.
• Serve as the primary escalation handler for complex technical or operational issues impacting marquee customers.
• Mentor junior success team members on best practices for account management and stakeholder engagement.
• Drive the adoption of new platform features through targeted enablement sessions and tailored communication campaigns.
• Partner with Customer Support to align on service level expectations and resolve high-priority incidents impacting business workflows.
• Evaluate competitive positioning and market trends to refine account strategies and maintain a proactive advantage.
• Lead the design and execution of customer advisory boards to gather strategic input and strengthen community engagement.

Requirements

• Hold 3 to 5+ years of progressive experience in Customer Success roles focused on SaaS offerings within DevOps, testing, or digital development environments.
• Possess a Bachelor degree or demonstrate equivalent professional experience through a combination of education and professional achievements.
• Exhibit technical aptitude with hands-on familiarity of programming languages such as Java or Python.
• Demonstrate the ability to conduct technical walkthroughs and live demonstrations of new features and complex use cases.
• Bring prior experience administering and optimizing CRM platforms like Salesforce, engagement tools such as Outreach, and productivity suites like Google Workspace.
• Show willingness and capacity to travel to customer sites as necessary to conduct workshops, reviews, and strategic planning sessions.
• Maintain flexibility to participate in after-hours or weekend on-call rotations to support critical maintenance or incident response activities.
• Commit to upholding the highest standards of professionalism and security in all interactions with internal and external stakeholders.
• Thrive in a fast-paced environment where adaptability, clear communication, and ownership are essential for success.
• Align with Sauce Labs values of inclusion, collaboration, and relentless customer focus in day-to-day work.

Nice to have

• Hands-on experience with test automation frameworks and tools including Selenium or Appium.
• Familiarity with web and mobile software development kits as well as network proxy technologies.
• Demonstrated success in consultative selling environments where insight-based conversations drive decision-making.
• Working knowledge of Software Development Life Cycle methodologies, Agile frameworks, and CI/CD pipelines.
• Track record of managing strategic relationships with Global 2000 enterprise customers across multiple regions.

Practical notes

This position operates in a hybrid work model, requiring periodic office attendance for personnel located near a Sauce Labs facility. Remote employees are expected to travel to designated company locations as dictated by business needs. The role may require participation in on-call schedules outside standard business hours to support maintenance windows or critical issues. Sauce Labs provides comprehensive benefits including medical, dental, and vision coverage, as well as disability and life insurance, parental leave policies, flexible time off, ongoing professional development opportunities, and a 401(k) retirement plan with company matching contributions. All team members are required to adhere to established security protocols and maintain a security-first mindset in every action. Sauce Labs maintains a strict policy of equal employment opportunity and welcomes diverse candidates into its growing workforce.