Senior Director, Customer Success APAC at Sumo Logic

Sydney, New South Wales, Australia

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, SaaSIndustries

Requirements

Experience leading a customer success organization in APAC, including managing teams across multiple countries (Australia, New Zealand, Singapore, Korea)
Ability to travel ~25% across ANZ and Asia for customer visits, corporate/regional visits, training, and mandatory meetings
Proficiency with tools like Gainsight, Looker, and Sumo Logic systems for monitoring customer health, usage, and KPIs
Strong cross-functional partnership skills, particularly with sales leaders (e.g., head of APAC Sales) to support ARR growth targets
Expertise in driving customer retention and growth metrics such as GRR and NRR

Responsibilities

Drive strategic adoption by enabling the team to execute product usage supporting customer business outcomes, measuring progress against quantifiable targets
Manage specific initiatives focused on quantifiable metrics to improve customer experience and product adoption/usage
Coach the team on developing customized joint success plans aligned with customer business outcomes, inspect plans for completion and quality, and provide coaching on gaps
Identify financial and adoption risks in accounts, rally the team to create mitigation plans turning risks into opportunities for relationships and advocacy
Collaborate with TAE and account teams to identify growth opportunities, track success, and develop best practices for TAE-Sales collaboration
Proactively monitor account portfolio KPIs, address deployment issues, and drive product roadmap suggestions from customer feedback
Conduct Quarterly Business Reviews (QBRs) with strategic customers, coach team on QBR materials, and document best practices
Monitor and report on customer well-being using health and usage indicators to reduce churn risk via Gainsight, Looker, and other systems
Recruit, mentor, and develop a best-in-class Technical Account Engineering (TAE) team across the region
Coach, inspect, and validate TAE behaviors to ensure alignment with expected standards
Work closely with regional partners to support mutually beneficial relationships, grow revenue through partners, and ensure success for direct and partner customers
Lead and influence cross-functional partnerships, reporting to the Chief Customer Officer and partnering with APAC Sales head to apply global practices to regional priorities

Skills

Customer Success Management

Strategic Adoption

Revenue Retention

Net Revenue Retention (NRR)

Gross Retention Rate (GRR)

Annual Recurring Revenue (ARR)

Cross-Functional Leadership

Account Management

Product Usage Optimization

Business Outcomes Tracking

Sumo Logic

Cloud-based data analytics and security platform

About Sumo Logic

Sumo Logic provides data analytics and security tools that help businesses collect, analyze, and visualize large datasets. Their cloud-based platform allows medium to large enterprises in various industries to manage their data efficiently and securely from anywhere. Unlike many competitors, Sumo Logic operates on a subscription model, offering scalable solutions that enable clients to budget their expenses predictably. The company's goal is to empower businesses to make informed decisions and enhance their operational efficiency and security.

Redwood City, CaliforniaHeadquarters

2010Year Founded

$330.8MTotal Funding

IPOCompany Stage

Data & Analytics, Enterprise Software, CybersecurityIndustries

501-1,000Employees

Benefits

Competitive base salary + bonus + RSU's

Unlimited PTO + 12 company holidays + 4 quarterly wellness days

100% remote or in office

Employee stock purchase plan- ESPP

Medical, Dental, Vision

Paid Parental leave

Risks

Increased competition from companies like Magna5 could threaten market share.

Free data ingest model may lead to revenue challenges if not enough paying customers.

Rapid global data growth could overwhelm infrastructure, affecting service reliability.

Differentiation

Sumo Logic offers a cloud-native platform for real-time machine data analytics.

The company provides a unique Flex Licensing model for unlimited log data ingest.

Sumo Logic's Cloud SIEM solution automates threat detection and provides contextualized threat insights.

Upsides

Expansion into South Korea opens new customer bases in the Asian market.

Recognition as a Challenger in Gartner's Magic Quadrant enhances credibility and attracts clients.

Flex Licensing model removes cost barriers, potentially increasing customer acquisition.

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