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Sauce Labs

Pass or fail. The world relies on your code.

Oct, 22

Fully Remote

Customer Care

Europe

About

Sauce Labs

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Customer Success Manager, EMEA

About Us

Sauce Labs is the market leader for the world’s largest continuous testing cloud. We help development teams reliably test and deliver software faster without compromising quality. And we’re growing - through our own innovation, and through acquisitions that enable us to shift left and right, just like our customers, this is an opportunity to join an exciting and growing company.

The Role

Owning the voice of the customer is a crucial function. We believe the unique contributions of Customer Success Managers drive some of our customers’ greatest achievements. We have CSMs focused on the UK&I and DACH regions, and due to our growth, we are looking for an experienced CSM to fill this newly created role, covering the rest of Europe, the Middle East & Africa.

This is an opportunity to join a high performing CSM team making a strategic contribution to the success of Sauce Labs. You’ll be working with our Enterprise customers to build relationships and guide them through their journey in Test Automation and Continuous Delivery. This is a remote role, and we have office locations available in Berlin, Warsaw, Tel Aviv, London and Reading.

What to expect in the role:

Actively manage the success of a portfolio of assigned Sauce Labs Enterprise customers, with the end goal of reducing churn and driving expansion
Build relationships with multiple individuals in each account, including executive sponsors and decision-makers
Create Success Plans and track critical action items for accounts
Guide customers through a series of milestones and schedule regular touch points to review progress
Drive the onboarding process: Deliver onboarding presentations, provide relevant documentation, and serve as primary point of contact.
Work closely with technical resources on Customer Success team and engage them to complete onboarding technical tasks and solve technical problems
Track and drive resolution of customer issues with the support team as needed
Prepare and present account reviews with various customer stakeholders
Proactively monitor customer health and act accordingly
Early identification of renewal risk and work with Sales/Renewals teams to address it
Identify growth opportunities and services opportunities to deliver more value
Proactively notify customers when there are features or developments that would interest them
Function as the voice of the customer and provide internal feedback on how we can better serve our customers
Participate in the development of Customer Success Team’s processes and goals

To excel in this position, you will have:

At least 2 years of experience as a Customer Success Manager at a high tech company
Cares about providing excellent customer service. Has empathy and a knack for understanding what a customer really needs.
Strong technical aptitude. Ability to be conversant on technical topics.
Familiarity with software development processes (Agile, CI/CD) and tools is a plus
Strong communicator who can give an excellent presentation and write clearly and concisely
Excellent interpersonal skills
The persistence to build meaningful business relationships. Not afraid to pick up the phone to call someone they’ve never communicated with.
Ability to manage competing tasks with ease
Collaborative attitude. Able to work with multiple departments to solve problems

Nice to have, but not essential:

Familiarity with test automation languages (Selenium, Appium) or QA/testing experience.
Understanding of software development processes (Agile, CI/CD) and tools.
Programming experience with one or more of the following languages: Java, Javascript, Python, Ruby, C#
Bachelor’s Degree or equivalent experience

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.