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 digital transformation.
Dynatrace ONE is Dynatrace’s name for our transformative customer experience program, where we bring traditionally siloed post-sales teams, such as customer success, technical support, and services, together into “squads” with the single objective—make our customers successful. Our mission is to transform the customer experience through personal conversations, strategic guidance, and proactive engagement. We help our customers accelerate their adoption of Dynatrace’s advanced capabilities by leveraging our expertise and best practices, experience the full value of Dynatrace to modernize the management of their applications and services, and develop meaningful relationships that focus our customers’ business and personal success.
As a Manager of Customer Success, you will lead a team of up to 12 Customer Success Managers (CSMs) whose focus is ensuring high customer satisfaction, revenue retention, and develop expansion opportunities. Using your extensive experience in customer success, you will collaborate with other CSM managers, peers, and team members to develop, plan, execute, and measure the effectiveness of key Customer Success and Dynatrace ONE initiatives. You will also coach and mentor your team of CSMs to ensure they are successful at Dynatrace and growing professionally. Finally, you will also develop strategic relationships, serve as an escalation point, and be company sponsor to some of our most strategic accounts.
Responsibilities and Duties:
Directly manage a team of CSMs, including but not limited to hiring, managing performance, communicating expectations, developing individual and team goals, and problem resolution to ensure high employee retention and satisfaction.
Coach and mentor your team of CSMs via the existing training and on-boarding program, while being able to contribute any necessary enhancements to those existing programs.
Host team and individual meetings, shadow customer meetings, and conducting performance reviews (12-month cadence) around Dynatrace ONE standards.
Get to know the core values of Dynatrace and Dynatrace ONE organization, and then build and coach those on your team to embody those same values.
Contribute to the development, continuous improvement, and enablement of the CSMs on current CSM programs, processes, and policies, such as customer journey mapping, success planning outline, strategic business reviews, measuring adoption, activity tracking, reporting, and growth (via QSO’s or Qualified Sales Opportunities).
Will need to understand, speak to, provide recommendations to improve, and be accountable for meeting and exceeding our key performance metrics, including but not limited: to renewal rates, customer churn (and why), QSO’s, product adoption, customer satisfaction, and customer health.
Collaborate with other teams (Technical Product Specialists, Sales, Services, Technical Support, Renewals, and Product Management) to align on key processes, ensure excellent customer experience is being delivered, and the value of Dynatrace ONE and Dynatrace ONE Premium is well understood.
Develop strong relationships with Service Delivery Managers and Account Executives to position Dynatrace ONE Premium early in their sales cycles and be able to articulate the value of Dynatrace ONE Premium to their customers.
Work with the entire account team (Sales and other internal teams) and customer alike to gather feedback on customer engagements, unmet needs, missed opportunities and incorporate learnings into program and process improvements.
Incorporate the feedback received from your CSM team to ensure there’s a continuous feedback loop around process, programs, etc.
Coordinate with Product Specialist Managers to regularly report on Dynatrace ONE KPIs, lessons learned, and ongoing development of customer success stories.
Be a first point-of-escalation for CSMs and customers when supporting at-risk or high-profile customers to ensure high customer satisfaction and retention.
Bachelor’s degree or equivalent experience
5+ years of Customer Success and/or Account Management experience, preferably in a technology-oriented, SaaS-related business.
Proven experience leading teams or strategic initiatives with quantifiable results
Proven track record of achieving high renewal rates (90%+)
Exceptional written and verbal communication skills
Excellent presentation skills, including mastery of PowerPoint and public speaking
Excellent relationship building skills, including executive levels
Demonstrates success in partnering with other groups within an organization to put together best practices ensuring a united front to the customer
Ability to lead a diverse team of individuals
Ability to delegate functions to individual team members
Results and data driven
Foster teamwork and collaboration
Can provide and incorporates feedback
Highly organized & proactive
Prior experience with team management preferred
DOE - Salary plus bonus (OTE $127,500 - 180,000). Health, dental, life, STD, LTD, 401k, PTO, paid holidays.
We take our Employer Brand and internal culture seriously. So much so, we are consistently recognized by reputable companies and brands like Business Insider, USA Today and Forbes. This year so far, Dynatrace scored a seat on Comparably’s award lists for Best Company Outlook, Best Company Global Culture, and Best Places to Work in Boston, to name a few. Dynatrace was also honored in the coveted Top Workplaces USA list in 2021. And we’re proud to be recognized on BuiltIn Boston’s 2021 'Best Large Companies to Work For' and 'Best Paying Companies.' We’ve got it made—won’t you join the #DynatraceLife?
All your information will be kept confidential according to EEO guidelines.
We offer competitive compensation, company-sponsored premium benefits, medical, dental, vacation/holidays, company matching 401(k) Plan, etc. Dynatrace is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, sex, color, gender identity, religion, national origin, ancestry, citizenship, physical abilities, age, sexual orientation, creed, disability status, veteran status, pregnancy, genetic status, or any other characteristic protected by law. If your disability makes it difficult for you to use this site, please contact email@example.com. Dynatrace participates in E-Verify, participant information in English and Spanish. Right to work information in English and Spanish. EEO is the Law/EEO is the Law Supplement. To be considered for this position, please upload your resume/CV.
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