Sr Customer Success Manager

| Greater Denver Area

SENIOR CUSTOMER SUCCESS MANAGER

As the Sr Customer Success Manager, you will be the main point of contact for existing key customer accounts in the Customer Success organization. You will proactively advocate for the customer -- focusing on high levels of adoptions to ensure customer satisfaction and be responsible for all renewals within your accounts. You will identify key MBOs from customers and drive adoptions programs, milestones and creation of customer champions as a trusted advisor.

The ideal candidate will have a strong track record of building deep customer relationships and proactively driving adoption and expansion across multiple use-cases within their customer base. Ideally, you hail from a SaaS or services company. You will need to be a great listener, strong communicator, as well as a curious and creative problem solver. It’s important that you have worked in a role where you demonstrated the ability to drive customer adoption and advocacy rather than acting primarily as an escalation point for customers in a reaction-based customer service model.

Job Responsibilities:

  • Develop strategic customer relationships and drive high levels of adoption and ongoing satisfaction.
  • Act as primary contact for all post-sales efforts, focusing on customer success and customer service.
  • Work with customers to discover how Sumo Logic can add value to their businesses, and identify potential expansion opportunities.
  • Own the renewal process, participating in renewal contract structure, ensuring high levels of customer retention. 
  • Collaborate with Sales, Customer Service, Product, and Engineering teams to maximize customer success and account growth.

Desired Qualifications, Skills and Experience:

  • 5-8 years of Enterprise and/or Mid-Market account management and customer adoption experience, with a focus on revenue retention and renewals within an existing install base.
  • Experience with a B2B SaaS model with an enterprise software solution addressing a technical audience (Engineers, DevOps, IT Ops personnel)
  • Excellent customer management skills (including sales, account management, customer service)
  • Track record of achievement
  • Bachelor's degree 


About Us: https://app.box.com/v/SLGeneralDossier

  • What we do:

We are a cloud-native SaaS machine data analytics platform, solving complex monitoring problems for DevOps, SecOps and ITOps teams. Customers love our product because it allows them to easily monitor and optimize their mission critical, large scale applications.

  • Mission:

Democratize machine data analytics through the Sumo Logic platform, bringing real-time data insights securely through the cloud. 

  • Massive Scale:

Our microservices architecture in AWS ingests hundreds of terabytes daily across many geographic regions. Millions of queries a day analyze hundreds of petabytes of data.

  • Funding and Growth:

We have raised $345 million in funding to date, with the most recent round being May 2019. Investors include Battery Ventures, Greylock Partners, Sutter Hill Ventures, Accel Partners, Sequoia Capital, Sapphire Ventures and DFJ Growth. Our recurring revenue and customer base are growing steadily. We serve over 2,000 customers across the globe including AirBnB, Alaska Airlines, Anheuser Busch, Hootsuite, Hearst, Hudl, Major League Baseball, Marriott, Medidata, Sauce Labs, Samsung SmartThings, SPS Commerce, Twitter, Telstra, Toyota, Zuora and more.

 


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Technology we use

  • Engineering
    • JavaLanguages
    • PythonLanguages
    • ScalaLanguages
    • ReactLibraries
    • CassandraDatabases

Location

1001 17th Street, Denver, CO 80202

An Insider's view of Sumo Logic

What’s the vibe like in the office?

At Sumo Logic, our values aren't just fancy words on the walls. (Learning Culture, Work with Heart, One Single Agenda, Bring Light to Dark, and We're in it with Our Customers). They're core to who we are, and just as importantly, we hire folks that embody them. After all, life is way too short to work with people you don't want to hang out with.

Ted

VP of Customer Success

What's the biggest problem your team is solving?

At Sumo Logic, the trust and confidence of our Customers is our number one priority and we are proud to be the industry’s most secure cloud-native analytics service. We have an established, world-class team and together we are building trust and confidence on a Platform of Transparency, Control, and Data Security enabling collaboration at scale.

Chris

Security Compliance Manager

What makes someone successful on your team?

Sumo Logic takes the approach of 'family first'. I look at this as an all encompassing family including yourself and your friends. You have to love what you do and have a good life balance to perform well. Sumo's always had a high performing team and I think it's directly related to how we approach the balance of personal care and harmony to work.

Chris

Senior Sales Manager

How do you collaborate with other teams in the company?

Marketing is truly a cross-functional department that works closely with many parts of the organization. With our Product Management team we work on go to market strategy of new solutions. With Sales we run campaigns and initiatives to bring brand awareness to Sumo Logic and in turn get buyers interested in our offerings.

Courtney

Senior Manager, Digital Marketing

What are Sumo Logic Perks + Benefits

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Documented equal pay policy
Highly diverse management team
Mean gender pay gap below 10%
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Sumo Logic's health insurance policy covers up to 100% of out of pocket expenses.
Life Insurance
Pet Insurance
Wellness Programs
Onsite Gym
Team workouts
Acme Co.'s team fitness initiatives include Sponsored race teams.
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Child Care Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Return-to-work program post parental leave
Company sponsored family events
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Free Daily Meals
Game Room
Our game room includes Ping Pong, Video Games, Darts.
Stocked Kitchen
Happy Hours
Parking
Pet Friendly
Recreational Clubs
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Time allotted for learning
Customized development tracks
Paid industry certifications
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