Technical Customer Success Manager

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 helps 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, Dev Sec Ops , 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.

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

• 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.

• Extensive SaaS
  
  Experience:
  
  Proven track record in a technical role managing multiple customer accounts, preferably with a background in Dev Ops 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 Dev Ops Lifecycle.
• Curiosity to learn about the customer…