Senior Director, Customer Success

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September 28

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Sumo Logic

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SaaS • Cybersecurity • Cloud Computing

Sumo Logic is a cloud-based machine data analytics company that offers a comprehensive platform for monitoring, troubleshooting, automating, and defending IT infrastructures. The company specializes in cloud security intelligence, leveraging AI and machine learning to provide enhanced observability and security threat detection. It is known for its powerful log management capabilities, which help organizations unlock cloud security and efficiently troubleshoot system issues. Sumo Logic's platform integrates seamlessly with cloud services, providing infrastructure monitoring and application observability to modernize IT operations. Their solutions are tailored to various use cases, including DevSecOps, cloud migration, and digital customer experience enhancement.

501 - 1000 employees

Founded 2010

☁️ SaaS

🔒 Cybersecurity

💰 $110M Series G on 2019-05

📋 Description

• Lead APAC customer success organization to ensure customers meet or exceed business objectives through Sumo Logic. • Oversee Technical Account Engineering team to ensure customers adopt Sumo Logic to meet business goals and drive retention and growth (GRR and NRR). • Act as key cross-functional partner to APAC Region Sales Leader and report to the Chief Customer Officer, partnering closely with head of APAC Sales. • Travel ~25% across ANZ and Asia for customer visits and corporate/regional visits for training and mandatory meetings. • Drive strategic adoption and execute product usage initiatives to support customer business outcomes; measure and track quantifiable targets with customers. • Manage initiatives focused on quantifiable metrics to improve customer experience and product adoption/usage. • Coach team on developing customized joint success plans; inspect and be accountable for completion and quality of Success Plans. • Identify financial and adoption risks within account portfolios and lead mitigation plans to turn risks into opportunities and customer advocacy. • Collaborate with TAE and account teams to identify growth opportunities and develop best practices for collaboration between TAEs and Sales. • Monitor account portfolio KPIs, proactively address deployment issues, and drive product roadmap suggestions from customer feedback. • Conduct Quarterly Business Reviews with strategic customers and coach team on QBR materials and best practices. • Monitor and report on customer well-being using Gainsight, Looker, and other Sumo Logic systems to reduce churn risk. • Recruit, mentor, and develop a best-in-class team across multiple APAC countries including Australia, New Zealand, Singapore, and Korea. • Coach, inspect, and validate TAE behaviors to ensure alignment with expected standards. • Work closely with regional partners to grow revenue through partners and ensure customer success for direct and partner-led accounts. • Lead and influence cross-functionally and participate in company-wide initiatives to improve customer experience and foster Customer Success culture. • Advocate for and help implement changes in other departments; drive alignment with sales and field technical teams. • Serve as a culture ambassador for the region, building cross-functional learning and collaboration.

🎯 Requirements

• Leadership: Experience having managed a team of 10-20 technical and consultative team members in a region outside of a company’s main headquarters location. • Extensive SaaS and Security Experience: Proven track record in a technical role managing multiple customer accounts, preferably with a background in SOC analysis, Security, DevOps Engineering, or similar technical positions. • Customer-Centricity: Passionate about customer satisfaction and problem-solving. • A data-driven approach: Use data to make informed decisions and recommendations, monitor progress against goals, and set quantifiable targets for initiatives. • Relationship Management: Demonstrated ability in managing internal and external relationships across various levels, from technical practitioners to executives; ability to influence others outside of your team. • Communication Excellence: Professional and clear communication skills, adept in both executive meetings and technical workshops. • Ability to navigate ambiguity: Ability to work with uncertainty and proactively seek necessary support. • Account Portfolio Management Prowess: Demonstrable skills in managing a $25M-$75M portfolio of Accounts that your team manages. • Familiar with Cyber Security frameworks and their applications in the secure DevOps Lifecycle. • Experience building out a local presence in multiple regions within APAC, managing customers and team members across multiple cultures. • Curiosity: Curiosity to learn about the customer base and a track record of building a learning culture within teams.