Operations Manager - Customer Success

Your role at Dynatrace

We are seeking a seasoned Operations Manager for Customer Success with experience in the SaaS industry. This role is pivotal in owning and executing customer-facing operational communications related to product updates, end-of-life (EOL) support, and break-fix scenarios. The ideal candidate will have a strong background in developing and managing clear, concise, and customer-centric operational processes and messages that enhance the customer experience and drive product adoption.

Key Responsibilities:

• We are seeking a seasoned Operations Manager for Customer Success with experience in the SaaS industry. This role is pivotal in owning and executing customer-facing operational communications related to product updates, end-of-life (EOL) support, and break-fix scenarios. The ideal candidate will have a strong background in developing and managing clear, concise, and customer-centric operational processes and messages that enhance the customer experience and drive product adoption.
• Key Responsibilities:
• Develop and implement a comprehensive customer success operations strategy that aligns with company goals and enhances client satisfaction and engagement.
• Establish internal processes and best practices as the foundation for all customer success communications.
• Partner with R&D, Product Management, Sales, and Dynatrace ONE (post-sales) to ensure internal awareness and alignment on customer-facing operational communications.
• Collaborate with Business Systems and key stakeholders to drive influence, solutioning, and tool adoption for customer success operations.
• Work with R&D and Dynatrace ONE stakeholders to inform customers about breaking changes and other critical operational updates.
• Ensure all messaging is clear, relevant, and accessible to different customer segments.
• Draft, review, and edit customer-facing operational communications, including emails, in collaboration with various Business and Product leads, ensuring alignment with brand tone and style.
• Regularly gather feedback from customers and internal stakeholders to refine operational communication strategies and ensure relevance and clarity.
• Collaborate closely with cross-functional teams, including Product, Marketing, Customer Success, Engineering, and Legal, to ensure messaging is accurate, consistent, and aligned with company goals.
• Track and analyze operational communication performance metrics (open rates, click-through rates, engagement, etc.), and present actionable insights to the leadership team and key stakeholders.
• Measure and report on effectiveness KPIs for impact analysis, working with the Business Intelligence team.

What will help you succeed

Minimum Requirements

• Bachelor’s degree in Marketing, Communications, Business, or a related field.
• 5+ years of experience in customer success operations, customer communications, or marketing, working within the SaaS or technology space.

Preferred Requirments

• Strong understanding of customer segmentation, lifecycle communication, and retention strategies.
• Excellent verbal and written communication skills, with a knack for crafting compelling and concise operational messages.
• Analytical mindset with the ability to interpret data and derive actionable insights.
• Exceptional organizational skills and the ability to manage multiple projects simultaneously.
• Experience in product-related and incident management communications.
• Familiarity with communication platforms and tools, ensuring effective utilization for customer outreach and engagement.

Why you will love being a Dynatracer

 A one-product software company creating real value for the largest enterprises and millions of end customers globally, striving for a world where software works perfectly.
•    Working with the latest technologies and at the forefront of innovation in tech on scale; but also, in other areas like marketing, design, or research.
•    A team that thinks outside the box, welcomes unconventional ideas, and pushes boundaries. 
•    An environment that fosters innovation, enables creative collaboration, and allows you to grow.
•    A globally unique and tailor-made career development program recognizing your potential, promoting your strengths, and supporting you in achieving your career goals. 
•    A truly international mindset that is being shaped by the diverse personalities, expertise, and backgrounds of our global team.
•    A relocation team that is eager to help you start your journey to a new country, always there to support and by your side.
•    Attractive compensation packages and stock purchase options with numerous benefits and advantages.