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    Customer Success Manager - London, United Kingdom - Sauce Labs

    Sauce Labs
    Sauce Labs London, United Kingdom

    1 week ago

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    Description
    Senior Customer Success Manager, Enterprise
    Senior Customer Success Manager, Enterprise

    Sauce Labs is ramping up our Customer Success team to proactively help our customers leverage our platform to impact their business .

    You will be building relationships with key customers and guiding them on their Test Automation journey. Collaborate with Sales to develop strategic account plans, improve customer experience, and explore expansion opportunities.

    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.
    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 escalate.

    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.

    Travel and meet customers on-site as needed

    5+ years of experience working as a Customer Success Manager, expanding business for SaaS solutions in digital product development, testing or DevOps.

    ~ Genuine curiosity, plus a desire to learn about existing and new tools in the testing ecosystem
    ~ Ability to collaborate effectively with cross-functional teams, including Sales, Support, Engineering, Product Management, and Consulting Services
    ~ Willingness and ability to travel (occasionally at short notice), provide after hours and weekend on-call support as needed to support maintenance activities
    ~ Bachelor's Degree or equivalent experience

    Familiarity with test automation languages such as Selenium and Appium a plus
    Understanding of the SDLC, software development processes (Agile, CI/CD) and tools
    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.
    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.

    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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