Technical Customer Success Manager

Sumo Logic is seeking a highly skilled Technical Customer Success Manager to empower customers in maximizing the value of their SaaS analytics platform. This role involves hands-on technical assistance, strategic growth through robust relationships, advanced training, and complex problem-solving. The CSM will work with customers across various verticals, focusing on information security, DevSecOps, and observability, ensuring they meet their business outcomes by navigating the complexities of Sumo Logic's cloud-native solution.

Must Have

• Advanced Technical Expertise (hands-on keyboard experience and consultative skills)
• Strategic Adoption Drive (facilitate training on advanced features and practices)
• Customized Success Planning (understand unique requirements, build adoption plan, track progress)
• Risk Mitigation and Planning (identify financial and adoption risks, create thorough plans)
• Growth Strategy Development (collaborate with account team for business growth)
• Proactive Monitoring and Support (monitor customer KPIs, address deployment issues, drive product roadmap suggestions)
• Executive Engagement (conduct Quarterly Business Reviews and monthly health check calls)
• Monitor and report on the overall well-being of customers
• Data Analysis (ability to look at data and infer usage patterns)
• Extensive SaaS Experience (proven track record in a technical role managing multiple customer accounts)
• Customer-Centric Approach (passionate about customer satisfaction and problem-solving)
• Relationship Management (demonstrated ability in managing relationships across various levels)
• Communication Excellence (professional and clear communication skills)
• Ambiguity Navigation (ability to work with uncertainty and proactively seek necessary support)
• Account Management Prowess (demonstrable skills in managing multiple accounts)
• Familiar with Cyber Security frameworks and their applications in the secure DevOps Lifecycle
• Curiosity to learn about the customer base and continue learning

Good to Have

• Monitoring Platform Experience (Sumo Logic, Splunk, Data Dog, Elastic, New Relic, Appdynamics, VMWare Tanzu)
• Cloud Services Knowledge (AWS, GCP, Azure)
• Query Language Proficiency (SQL or similar)
• Security and Operations Background (monitoring and alerting in security, operations, or SecDevOps settings)
• Kubernetes expertise (including HELM)
• Data analytics knowledge
• OSS skills (Otel, Prometheus, Falco)
• Sumo Logic experience

Sumo Logic, Inc. empowers the people who power modern, digital business. Through its SaaS analytics platform, Sumo Logic enables customers to deliver reliable and secure cloud-native applications. Our platform observes, monitors, and secures modern digital business solutions. As a true cloud-native SaaS solution, you will be working on the cutting edge of cloud technology to deliver a world-class technical experience to our customers, thus enabling them to meet their business outcomes.

We are seeking a highly skilled Technical Customer Success Manager. As a trusted customer advisor, Technical Customer Success Manager (CSM) not only help our customers understand best practices to maximize Sumo Logic's value, drive customer ROI and also delve deep into the technical nuances of our platform. You'll be hands-on, assisting customers in navigating the complexities of Sumo Logic and leading strategic growth through robust relationships with users and executives in partnership with the Sumo Logic account team. Your expertise in advanced training, complex problem-solving, and enabling technology adoption will be crucial. We support customers across various verticals with specialized needs in information security, DevSecOps, and observability and monitoring.

This role offers the excitement of joining Sumo's team, which is renowned for tackling our customers' most intricate security and operational challenges. As a CSM, you'll have visibility up to the CEO level and engage with our executive team on strategic initiatives.

Travel Requirements

• Flexible, but generally once or twice a quarter (10-25%)
• Customer Visits
• Corporate Visits for Training, mandatory meetings, etc.

Responsibilities

• 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

Required Qualifications and Skills

• 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

Desired Qualifications and Skills

• 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