Senior Director Customer Success

Job description

Senior Director, Customer Success APAC

As a trusted customer advisor and leader, the Senior Director, Customer Success APAC will ensure our customers in the region are meeting or exceeding their business objectives through their use of Sumo Logic. You’ll be responsible for leading the APAC Regions customer success organization that engages with our customers throughout their full lifecycle.

The Technical Account Engineering team will be responsible for ensuring customers are adopting Sumo in a way that allows them to meet their business goals. By ensuring that customers understand and use the Sumo solution to its full potential, setting and managing mutual goals with customers, and reviewing how our solution helps them meet their business objectives, the TAE team will drive high customer and revenue retention rates.

Ultimately you will be responsible for helping to drive along with our sales team the retention and growth of our customers in APAC as measured by GRR and NRR.  This role will be a key cross functional partner to our APAC Region Sales Leader and other region leaders in support of their ARR growth targets.

The role will report to the Chief Customer Officer and partner closely with the head of APAC Sales to ensure application of global practices in support of regional priorities.

Travel Requirements:

• Flexible, but generally ~25% across ANZ and Asia to support:
  • Customer Visits
  • Corporate and Regional Visits for Training, mandatory meetings, etc.

Responsibilities

• Drive Strategic Adoption: Enable the team and drive execution of product usage in support of customer business outcomes. Ensure the team works with our customers to understand their business outcomes and ensure that they’re using our product in a proactive manner that supports their business outcomes. Measure and jointly track with customers to quantifiable targets.
• Manage specific initiatives focused on quantifiable metrics that will improve customer experience and proper adoption/usage of our product.
• Customized Success Planning: Coach your team on the process of developing joint success plans. These plans will align with customers’ expected business outcomes through a hands-on, consultative approach to build their adoption plans, then help them to achieve them and track progress.
  • You will inspect the team’s Success Plans and be accountable for completion, quality and coaching the team in gaps.
• Risk Mitigation and Planning: Ability to identify financial and adoption risks within a portfolio of accounts and pull the team together to create a thorough plan to turn risky situations into opportunities to build relations and foster customer advocacy.
• Growth Strategy Development: Collaborate with the TAE team and account teams to help identify opportunities for growth, tracking success and developing best practices for collaboration and partnership between TAEs and Sales..
• Proactive Monitoring and Support: Vigilantly monitor account portfolio KPIs, proactively address deployment issues, and drive product roadmap suggestions from customer feedback.
• Executive Engagement: Conduct Quarterly Business Reviews with strategic customers in the region. Be accountable for coaching your team’s development of QBR materials, documenting best practices.
• Monitor and report on the overall well-being of customers, tracking essential health and usage indicators to reduce or eliminate churn risk utilizing Gainsight, Looker, and other Sumo Logic systems.
• Recruit, mentor, and develop a best-in-class team across multiple countries in the region, including Australia, New Zealand, Singapore, and Korea.
• Coach, inspect and validate the outcomes of TAE behaviors, making sure they align with expected standards.
• Work closely with partners in region to support a mutually beneficial relationship that will grow Sumo’s revenue through partners and ensure success of all our customers, whether they are direct or through a partner.
• Lead and influence cross-functionally to drive customer success
• Lead and participate in company-wide initiatives to improve the customer experience and foster a culture of Customer Success
• Advocate for, collaborate, and help implement changes in other departments; drive alignment with the sales and field technical team.
• Be a culture ambassador for the region internally and externally, building an environment of cross-functional learning and collaboration in the office.

Required Qualifications and Skills

• 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. Must have the ability to influence others outside of your team in order 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 that your team manages with a keen eye for detail.
• Familiar with Cyber Security frameworks and their applications in the secure DevOps Lifecycle
• Experience building out a local presence in multiple regions within APAC, being adept at managing customers and team members across multiple cultures, and representing Sumo as a strong partner in multiple APAC regions.
• Curiosity: Curiosity to learn about the customer base; curiosity to continue learning; and a track record of building a learning culture within the teams you’ve led

About Us

Sumo Logic, Inc. empowers the people who power modern, digital business. Sumo Logic enables customers to deliver reliable and secure cloud-native applications through its Sumo Logic SaaS Analytics Log Platform, which helps practitioners and developers ensure application reliability, secure and protect against modern security threats, and gain insights into their cloud infrastructures. Customers worldwide rely on Sumo Logic to get powerful real-time analytics and insights across observability and security solutions for their cloud-native applications. For more information, visit www.sumologic.com.

Sumo Logic Privacy Policy. Employees will be responsible for complying with applicable federal privacy laws and regulations, as well as organizational policies related to data protection.

#LI-REMOTE