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 the APAC Customer Success organization to ensure customers meet or exceed business objectives through Sumo Logic usage. • Lead the Technical Account Engineering (TAE) team to drive customer adoption, retention, and revenue retention (GRR and NRR). • Partner closely with APAC Sales Leader and report to the Chief Customer Officer to support ARR growth targets. • Drive strategic adoption and execution of product usage tied to customer business outcomes; set and measure quantifiable targets with customers. • Manage initiatives focused on quantifiable metrics to improve customer experience and product adoption. • Coach team on customized success planning, inspect Success Plans, and be accountable for completion and quality. • Identify financial and adoption risks across account portfolios and lead mitigation plans to reduce churn and build advocacy. • Collaborate with TAEs and account teams to identify growth opportunities and develop best practices for TAE-Sales collaboration. • Monitor account KPIs, proactively address deployment issues, and surface customer feedback for product roadmap. • Conduct Quarterly Business Reviews with strategic customers and coach team on QBR material development. • Monitor customer health and usage indicators using Gainsight, Looker, and other Sumo Logic systems. • Recruit, mentor, and develop teams across Australia, New Zealand, Singapore, and Korea. • Coach, inspect and validate TAE behaviors and align them with expected standards. • Work with regional partners to grow revenue through partner channels and ensure customer success. • Lead and influence cross-functional and company-wide initiatives to improve customer experience and foster Customer Success culture. • Act as a regional culture ambassador and support cross-functional learning and collaboration. • Travel approximately 25% across ANZ and Asia for customer visits and regional/corporate meetings.

🎯 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 so that we can all measure their progress and track their impact. • Relationship Management: Demonstrated ability in managing internal and external relationships across various levels, from technical practitioners to executives; ability to influence others outside your team to drive outcomes. • 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. • Familiarity with Cyber Security frameworks and their applications in the secure DevOps Lifecycle. • Experience building out a local presence in multiple regions within APAC and managing customers and team members across multiple cultures. • Curiosity and track record of building a learning culture within teams you’ve led.