Sr Customer Success Manager

Your role at Dynatrace

As a Senior Customer Success Manager, you will be at the forefront of helping our customers achieve meaningful outcomes in their transformation journeys. This role is critical to driving adoption and usage, securing renewals, expanding customer relationships, and ensuring that our platform delivers value for diverse B2B personas, including software developers, IT operations, and business stakeholders.

Key Responsibilities:

1. Customer Engagement & Success Planning
   • Build and manage relationships with senior leaders and teams in diverse organizations, acting as their trusted advisor.
   • Develop tailored success plans that align Dynatrace capabilities with customer goals, focusing on driving innovation, optimizing costs, and mitigating risks.
   • Guide technical and business users, helping them unlock the full potential of Dynatrace’s advanced observability and automation platform.
2. Collaboration Across Teams & Partners
   • Partner with Dynatrace internal teams, including product, support, Go-To-Market, and post-sales, to deliver a seamless customer experience.
   • Actively engage with Dynatrace Partners to extend reach and impact, ensuring partners are equipped to support mutual customers effectively.
   • Coordinate efforts across remote and geographically dispersed teams, navigating cultural differences to align on customer priorities.
3. Driving Adoption & Expanding Value
   • Serve as a key resource for technical and operational discussions, helping customers address complex challenges unique to software development and IT operations.
   • Drive adoption of Dynatrace solutions by demonstrating measurable business outcomes, such as reduced downtime, faster deployments, and optimized cloud usage.
   • Identify upsell opportunities and work closely with Sales to grow customer accounts, delivering mutual success.
4. Renewals & Risk Mitigation
   • Proactively manage the renewal process, creating strategies to mitigate risks and secure long-term partnerships with customers.
   • Advocate for customers internally, ensuring their feedback informs product enhancements and organizational improvements.

What will help you succeed

Minimum Requirements:

• Bachelor’s degree or equivalent work experience.
• 5+ years of relevant experience in customer success, account management, or similar roles.

Preferred Qualifications:

• A strong business acumen and commercial outlook with a good conceptual understanding of IT operations processes and best practices.
• Proven success in managing complex customer relationships, driving adoption, and delivering measurable outcomes.
• Proven expertise working with the executive level in client environments, as well as with procurement and business owners.
• Excellent verbal, written and interpersonal communication skills.
• Awareness of the Observability marketplace with an understanding of where Dynatrace is positioned and their key strengths above the competition.
• Highly motivated, energetic and committed to getting results.
• Ability to develop strong relationships with the user/customer/internal communities.
• Understanding of Internet, web and mobile applications; knowledge of HTTP, HTML, JavaScript etc.

Why you will love being a Dynatracer

• Dynatrace is a leader in unified observability and security.
• We provide a culture of excellence with competitive compensation packages designed to recognize and reward performance.
• Our employees work with the largest cloud providers, including AWS, Microsoft, and Google Cloud, and other leading partners worldwide to create strategic alliances.
• The Dynatrace platform uses cutting-edge technologies, including our own Davis hypermodal AI, to help our customers modernize and automate cloud operations, deliver software faster and more securely, and enable flawless digital experiences.
• Over 50% of the Fortune 100 companies are current customers of Dynatrace.

Compensation and Rewards

• The base salary range for this role is $91,000 - $114,000. When determining your salary, we consider your experience, skills, education, and work location.
• Our total compensation package includes unlimited personal time off, an employee stock purchase plan, and a reward system.
• We also offer medical/dental benefits, and a company matching 401(k) plan for retirement.