Dynatrace careers teams customer success hero

Senior Manager of Customer Success

Company Description

Dynatrace provides software intelligence to simplify cloud complexity and accelerate digital transformation. With automatic and intelligent observability at scale, our all-in-one platform delivers precise answers about the performance and security of applications, the underlying infrastructure, and the experience of all users to enable organizations to innovate faster, collaborate more efficiently, and deliver more value with dramatically less effort. That’s why many of the world’s largest organizations trust Dynatrace®️ to modernize and automate cloud operations, release better software faster, and deliver unrivalled digital experiences.

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 Senior 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.

Job Description

  • 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) on a local and global scale. 

  • 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 Sales team and customers 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.

  • Be able to address unforeseen issues by acting as a strong tactical decision-maker with not only your team, but certain process and procedures that exist today or that are developed as we continue forward. 

  • Help in the establishment of operational objectives, policies, or procedures that are developed for the CSM team as we continue to scale.

  • This is not limited to creation of the above mentioned, but also can recognize the need to modify existing policies/procedures that may not only affect Dynatrace ONE, but Dynatrace as a whole.

  • This person will need to possess the thought leadership to help build out additional programs that the CSM’s will need to execute on. 

  • This person will be expected to think beyond (bigger than) the needs of your team or the Customer Success organization and give thoughtful insight/direction in programs and/or processes that may have a greater impact on the Dynatrace organization as a whole. 

Qualifications

  • Bachelor’s degree or equivalent experience

  • Demonstrated experience leading customer success managers, account management or sales teams with team sizes of 8+ people

  • 8+ 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%+)

  • Clearly knows when to delegate and when to take charge when working with both individuals and in a team setting

  • Track record of driving the strategy and success of larger projects which may have contributed to multiple areas of the organization.

  • History of working with other organizational leadership towards a common company goal(s). 

  • Experience working together with internal teams such as Sales, Support, and Services to plan and execute projects

  • Has managed activities for an entire department and/or may have experience managing a group of CSM team leads. 

  • Exceptional written and verbal communication skills

  • Excellent presentation skills, including mastery of PowerPoint and public speaking

  • Experience delivering these different customer facing presentations

  • Excellent relationship building skills, in particular senior (C-levels) executives

  • Exudes a confident, comfortable, and assertive presence when working with these executive level customer contacts.  

  • Demonstrates success in partnering with other groups within an organization to put together best practices ensuring a united front to the customer

  • This person should possess strong management and leadership skills

  • Ability to lead a diverse team of individuals

  • Ability to inspire and motivate leaders and teams via communication and other interpersonal skills

  • Results and data driven

  • Foster teamwork and collaboration

  • Can provide and incorporates feedback

  • Highly organized & proactive

Additional Information

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 recruiting@dynatrace.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.

Dynatrace requires all US employees to be fully vaccinated against COVID-19 two weeks prior to their start date, and to provide verification via the Clear app.  Requests for exemptions, must be reviewed and approved prior to commencing employment.  If this requirement is not met, your employment will not commence.

Note to Recruiters and Placement Agencies: Dynatrace LLC (Dynatrace) does not accept unsolicited agency resumes. Please do not forward unsolicited agency resumes to our website or to any Dynatrace employee. Dynatrace will not pay fees to any third party agency or firm and will not be responsible for any agency fees associated with unsolicited resumes. Unsolicited resumes received will be considered property of Dynatrace.

#LI-CC1

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 recruiting@dynatrace.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.

Dynatrace requires all US employees to be fully vaccinated against COVID-19 two weeks prior to their start date, and to provide verification via the Clear app.  Requests for exemptions, must be reviewed and approved prior to commencing employment.  If this requirement is not met, your employment will not commence.

Note to Recruiters and Placement Agencies: Dynatrace LLC (Dynatrace) does not accept unsolicited agency resumes. Please do not forward unsolicited agency resumes to our website or to any Dynatrace employee. Dynatrace will not pay fees to any third party agency or firm and will not be responsible for any agency fees associated with unsolicited resumes. Unsolicited resumes received will be considered property of Dynatrace.