Technical Customer Success Manager

Job not on LinkedIn

11 hours ago

🏄 California – Remote

Although this job is listed in California, this company may be open to hiring remote in other states.

💵 $119k - $140k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🧑‍🔧 Technical Customer Success Manager

🦅 H1B Visa Sponsor

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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

• Advanced Technical Expertise: Hands-on keyboard experience and consultative skills. • Strategic Adoption Drive: Facilitate training on advanced features and practices, aligning with the customer's specific usage of Sumo Logic. • Customized Success Planning: Work closely with customers to understand their unique requirements and challenges, ensuring alignment with their expected business outcomes through a hands-on, consultative approach to build their adoption plan, then help them to achieve it and track progress. You’ll keep an eye out for additional opportunities and work to expand the plan as they progress to maximize the value they get from SUMO Logic. • Risk Mitigation and Planning: Ability to identify financial and adoption risks within an account and pull the team together to create a thorough plan to turn risky situations into an advocacy scenario. • Growth Strategy Development: Collaborate with the account team to formulate and implement strategies that balance customer needs with Sumo Logic’s business growth. • Proactive Monitoring and Support: Vigilantly monitor customer KPIs, proactively address deployment issues, and drive product roadmap suggestions from customer feedback. • Executive Engagement: Conduct Quarterly Business Reviews and monthly health check calls, maintaining a proactive, strategic presence in the account team. • Monitor and report on the overall well-being of customers, tracking essential health and usage indicators to reduce or eliminate churn risk. • Data Analysis: Ability to look at data and infer usage patterns.

🎯 Requirements

• Extensive SaaS Experience: Proven track record in a technical role managing multiple customer accounts, preferably with a background in DevOps Engineering, SOC analysis, or similar technical positions. • Customer-Centric Approach: Passionate about customer satisfaction and problem-solving. • Relationship Management: Demonstrated ability in managing relationships across various levels, from technical practitioners to executives. • Communication Excellence: Professional and clear communication skills, adept in both executive meetings and technical workshops. • Ambiguity Navigation: Ability to work with uncertainty and proactively seek necessary support. • Account Management Prowess: Demonstrable skills in managing multiple Accounts with a keen eye for detail. • Familiar with Cyber Security frameworks and their applications in the secure DevOps Lifecycle • Curiosity to learn about the customer base and curiosity to continue learning. • Monitoring Platform Experience: Proficiency in Sumo Logic or similar platforms (e.g., Splunk, Data Dog, Elastic, New Relic, Appdynamics, VMWare Tanzu). • Cloud Services Knowledge: Hands-on experience with AWS, GCP, Azure, or other cloud services. • Query Language Proficiency: SQL or similar query language skills. • Security and Operations Background: Experience in monitoring and alerting in security, operations, or SecDevOps settings. • Advanced Technologies: Kubernetes expertise (including HELM) and data analytics knowledge are highly advantageous. • OSS skills in Otel, Prometheus, and Falco are a plus. • Sumo Logic experience is a big plus but not required.

🏖️ Benefits

• Health insurance • Retirement plans • Paid time off • Flexible work arrangements • Professional development opportunities • Bonuses