Sauce Labs is the leading provider of continuous test and error reporting solutions that give companies the confidence to develop, deliver and update high quality software at speed. The Sauce Labs Continuous Testing Cloud identifies quality signals in development and production, accelerating the ability to release and update web and mobile applications that look, function and perform exactly as they should on every browser, operating system and device, every single time. Sauce Labs is a privately held company funded by TPG and Riverwood Capital. For more information, please visit https://saucelabs.com.

The role:

Sauce Labs is the leading provider of continuous testing solutions that delivers digital confidence. The Sauce Labs Continuous Testing Cloud delivers a 360-degree view of a customer's application experience, ensuring that web and mobile applications look, function, and perform exactly as they should on every browser, OS, and device, every single time. We're already transforming the way companies approach testing at organizations like Walmart, Verizon Media, and Charles Schwab.

We are looking for a Scaled Customer Success Manager, to join our growing team. You will focus on 1:many program strategies, campaign development, and customer retention. You will work with customers either in 1:1 engagements for high-impact objectives or by running 1 to many success programs to impact target customer groups. Using customer data, you will proactively identify opportunities for growth as well as risk factors. You will work in collaboration with many teams at the company including Sales Executives, Support, and product.

Key Responsibilities:

• Leverage tools and technology to deliver value to multiple accounts at once through 1:many programs, such as creating email campaigns, custom training, and onboarding.
• Own customer relationship and adoption, guiding with Sauce Labs utilization and value.
• Provide continuous education for customers to maximize product usage.
• Be responsible for the retention and growth of your customer base.
• Proactively analyze customer product usage and provide strategic advice to the customer around the product, features, and optimization.
• Work with Onboarding Managers and other internal partners to seamlessly transition clients from onboarding to ongoing active users.
• Develop high impact programs and campaigns at scale.
• Encourage customer engagement with Sauce Labs through live and automated touchpoints.

Requirements:

• 2+ years of experience in Customer Success, Account Management, Project management, or related customer-facing position within a rapidly growing SaaS company is a plus
• Experience collaborating cross-functionally to solve business and technical problems.
• Effective prioritization and multitasking
• Superb written and verbal communication skills
• Proven track record of demonstrated ability to onboard, support, and excite customers to deliver high customer satisfaction, advocacy, and loyalty
• Strong technical aptitude and ability to simplify complex concepts.
• Ability to anticipate customer needs and drive scalable solutions.
• Excellent communication and presentation skills, especially when evangelizing your product.
• Genuine curiosity, plus desire to learn about existing and new tools in the testing ecosystem.

Bonus points for:

• Experience in 1:Many program strategy and campaign development
• Familiarity with test automation languages (Selenium, Appium) or QA/testing experience.
• Understanding of software development processes (Agile, CI/CD) and tools.
• Programming knowledge/experience with one or more of the following languages: Java, Javascript, Python, Ruby, C#
• Experience in data analysis or report building

Sauce Labs is proud to be an Equal Opportunity employer 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, 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.

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