Sr Customer Success Manager

Dynatrace is a one-product software company creating real value for large enterprises and millions of end customers globally. As a Senior Customer Success Manager, you will help customers achieve meaningful outcomes in their transformation journeys by driving adoption, securing renewals, and expanding customer relationships.

Responsibilities:

• 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
• 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
• 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
• 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

Requirements:

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