Sumo Logic

Director, Customer Success Operations

Sumo Logic

full-time

Posted on:

Location Type: Remote

Location: United States

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Job Level

Lead

Tech Stack

SFDC

About the role

  • Customer Retention and Expansion; forecasting; manage onboarding and adoption programs; develop sales tools & processes; create segmentation and coverage models.
  • Facilitate QBRs (Quarterly Business Reviews); and maintain business metrics and reporting.
  • Support Professional Services team via OpenAir; forecasting, bookings, KPIs.
  • Validate, analyze, reconcile and summarize weekly, monthly, quarterly reports and metrics for leadership.
  • Identify and resolve related data issues in SFDC, Gainsight, Clari, etc.
  • Collaborate with business leaders and staff on analyzing reports and presenting findings.
  • Identify and fulfill operational requirements in existing and new initiatives, including but not limited to process design, system changes, reporting, documentation and enablement.
  • Identify and drive initiatives to streamline processes, reduce administrative overhead, and achieve business goals.
  • Partner with leadership to define and adopt governance practices that support team and company objectives.
  • Evaluate, pilot, and deploy AI and agentic solutions (e.g., AI-driven health scoring, automated playbooks, intelligent chatbots) to improve customer outcomes, accelerate time-to-value, and scale CS operations.
  • Build and maintain an AI/automation roadmap for Customer Success, staying current with rapidly evolving technologies and proactively identifying opportunities to integrate them into existing workflows and customer touchpoints.
  • Champion a data-driven culture by leveraging AI-powered analytics and predictive models to surface insights on customer health, churn risk, and expansion opportunities.

Requirements

  • 8-10+ years professional work experience, including at least 5 years experience working for a software services or consulting organization in the Customer Success Organization, and at least 3 years of management experience.
  • Excellent understanding of Customer Success processes, key metrics and operational excellence.
  • Analytical and problem-solving skills supported with Organizational and time management skills.
  • Experience with cross-functional collaboration, building relationships, and driving success in a matrixed environment.
  • You demonstrate the ability to scale and equip the business in a strategic manner, communicate big picture opportunities and make data-driven decisions
  • You have an enthusiastic “roll up your sleeves” mentality
  • You work well under pressure, with a high degree of adaptability and flexibility in a fast-paced, rapidly changing environment
  • Project management experience.
  • Demonstrated experience with Google Suite, MS Excel, Salesforce.com, and comfortable with communicating over Slack.
  • Prior experience with Looker or similar analytical software.
  • Demonstrated interest and hands-on experience with AI technologies, automation platforms, or agentic tooling; ability to rapidly evaluate emerging solutions and translate them into operational value.
  • Intellectually curious with a growth mindset; you stay on top of industry trends in AI, machine learning, and automation and are energized by applying new ideas to real business challenges.
  • Excellent written and verbal communication skills.
  • Bachelor’s Degree in Business Administration, Finance or Accounting or equivalent work experience.
Benefits
  • Remote 📊 Check your resume score for this job Improve your chances of getting an interview by checking your resume score before you apply. Check Resume Score
Applicant Tracking System Keywords

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Hard Skills & Tools
customer retentioncustomer success processesdata analysisforecastingreportingproject managementAI technologiesautomation platformsKPI managementprocess design
Soft Skills
analytical skillsproblem-solving skillsorganizational skillstime managementcross-functional collaborationrelationship buildingadaptabilityflexibilitycommunication skillsgrowth mindset
Certifications
Bachelor’s Degree in Business AdministrationBachelor’s Degree in FinanceBachelor’s Degree in Accounting