Sr Customer Success Manager

Company Description

Dynatrace exists to make the world’s software work perfectly. Our unified software intelligence platform combines broad and deep observability and continuous runtime application security with the most advanced AIOps to provide answers and intelligent automation from data at an enormous scale. This enables innovators to modernize and automate cloud operations, deliver software faster and more securely, and ensure flawless digital experiences. That is why the world’s largest organizations trust Dynatrace® to accelerate their digital transformation.

We realized that the traditional post-sales customer journey is broken, and we are on a mission to fix it. Our aim is to bring together all the post-sales customer experiences under one unified team – which we call Dynatrace ONE. To excel in this role, you will need to be a strategic thinker with experience to corporations and government agencies who can quickly build rapport as well as have a history of retaining and growing your book of business. Your focus will be on driving consumption, adoption, on-time renewals and account growth, by successfully navigating your client’s organizations and collaborating with your integrated account teams (IAT).   

Your role at Dynatrace

As a Senior Customer Success Manager, you will be responsible for preserving and growing subscription renewals for our larger commercial customers. You will accomplish this by driving adoption and consumption within your book of business and by educating your customers on Dynatrace’s platform and service offerings. You will demonstrate value and focus on growing relationships by acting as their champion within Dynatrace. You will also highlight wins, plan and develop short- and long-term strategies via success planning and provide thought leadership and mentoring to others.  Our goal is to provide our customers with software intelligence that will accelerate their digital transformation. As a Senior Customer Success Manager, you will be at the heart of that journey.

Role & Responsibilities

• Accelerate customers adoption and consumption of the Dynatrace platform and service portfolio through relationship management, success planning, and documenting value events/realization
• Own renewal strategy and subsequent on time renewal of subscription(s) as well as the identification of customer goals, KPIs and their associated milestones for comprehensive success planning
• Build Dynatrace brand awareness and loyalty and expand into other business units within your customer base
• Conduct regular proactive calls and account review meetings; maintain an accurate record of discussions, success plans, and action items in our CRM
• Work with management team to ensure that critical issues are documented and escalated in an expeditious manner for resolution
• Defend against the competition and be able to compare/contrast our platform with the competition
• Collaborate on account activities with the Integrated Account Team (IAT) spanning sales and post-sales teams and if appropriate, engagement, process analysis and operational improvement efforts
• Identify strategic, new business growth opportunities and/or white space
• Act as customer advocate and liaison to become a trusted advisor by providing business and account oversight to ensure exceptional customer experience
• Leverage relationships to aid in the building of reference accounts and contacts  
• Travel as required to support your book of business

What will help you succeed

Minimum Requirements

• Bachelor’s degree or equivalent work experience
• 5-7 years relevant experience in customer success, account management, or similar field managing complex customers and skilled in customer success best practices

Preferred Qualifications

• A strong business acumen and commercial outlook with a good conceptual understanding of IT operations processes and best practices
• Be able to quickly develop strong relationships with users/commercial partners/internal communities to drive successful outcomes
• Excellent verbal, written, and interpersonal communication skills and comfortable with fast-paced, dynamic environments associated with high-growth companies
• Awareness of the Observability marketplace with an understanding of where Dynatrace is positioned and our key strengths as they pertain to our competition
• Highly motivated, energetic and committed to getting results
• Proven expertise working with the executive level in client environments, as well as with procurement and business owners
• Prior experience partnering with Product/R&D organizations and successfully championing customer platform requirements
• Understanding of Internet, web and mobile applications; knowledge of HTTP, HTML, JavaScript etc.

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.