Sauce Labs

Customer Success Manager

• Develop and nurture relationships across a portfolio of enterprise customers to increase their adoption and health scores to add value to their business.
• Collaborate with Sales to develop strategic account plans, improve customer experience, and explore expansion opportunities.
• Partner with customers to identify their strategic goals, business priorities, and initiatives to create success plans with clear metrics and engagement strategies.
• 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.
• Influence leaders to drive change across the customer organization.
• Provide strategic advice and guidance to customers on effectively using Sauce products and schedule regular touch points to review progress and milestones.
• 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.
• Own and drive internal initiatives that enhance and grow the CS organization.
• Travel and meet customers on-site as needed

Senior Customer Success Manager

Performance Marketing

• Develop, manage, and implement multi-channel marketing campaigns, including but not limited to email marketing, social media, PPC, and content marketing
• Align campaign objectives with overarching business goals and target KPIs
• Lead cross-functional teams to ensure effective and timely execution of campaigns
• Utilize analytics platforms such as Google Analytics, Marketo, and Salesforce to monitor and evaluate campaign performance
• Implement iterative improvements based on data insights
• Report on campaign metrics, identifying successes and areas for optimization
• Use AI tools such as Gemini along with partnering with the content and creative teams to develop high-quality campaign materials that resonate with target audiences
• Ensure brand consistency across all marketing assets and channels
• Build strong relationships with Marketing, Sales, Product, and other key internal teams
• Communicate campaign plans and performance metrics to senior leadership
• Collaborate with external partners and agencies when applicable

Campaign Manager

Engineer

• Assist with racking, stacking, and cabling of servers, switches, and storage devices.
• Help set up mobile device testing infrastructure in device farm environments.
• Support basic hardware installations, upgrades, and physical maintenance.
• Monitor and report on power usage and rack-level connectivity.
• Perform basic diagnostics on hardware and cables.
• Provide hands-on support under guidance from remote engineers (smart hands).
• Maintain and update asset inventory systems.
• Monitor alerts and escalate incidents as needed.
• Follow established protocols for physical access to data center environments.
• Escort vendors and visitors as required and log access appropriately.
• Track equipment shipments and log hardware check-ins/outs.
• Assist with regular inventory audits and organization of parts/tools.
• Help process RMAs and coordinate return of faulty hardware.
• Maintain accurate records of tasks, installations, and incidents.
• Contribute to knowledge base updates and process documentation as needed.
• Help prepare and organize real mobile devices for lab and device farm environments.
• Follow instructions to connect and maintain devices used for testing purposes.
• Assist teams by gathering logs and reporting basic device or connectivity issues across Android, iOS, and other platforms.
• Provide hands-on support for Linux, macOS, Android, and iOS systems as instructed.
• Use remote management tools like iDRAC, iLO, or similar interfaces to perform basic checks or reboots under direction.
• Monitor infrastructure using predefined dashboards and tools (e.g., Prometheus, Zabbix, Nagios) and escalate alerts as needed.

Data Center Engineer

Network Engineer

• Assist in the configuration, installation, and maintenance of network hardware, including Cisco NX-OS, IOS-XR, and Juniper Junos devices.
• Support senior engineers in troubleshooting and resolving network issues.
• Monitor network performance and ensure network availability and reliability.
• Participate in the implementation of network upgrades and new deployments.
• Learn and apply knowledge of network routing protocols (OSPF, IS-IS, BGP).
• Develop a strong understanding of IPv4 and IPv6 addressing schemes.
• Utilize knowledge of TCP/IP fundamentals, including the 3-way handshake, socket states, and common protocols like SSH, HTTP, and HTTPS, to diagnose and resolve connectivity issues.
• Document network configurations and procedures.

Senior Customer Success Manager

Campaign Manager

Data Center Engineer

Junior Network Engineer