Senior Customer Success Manager

At Dynatrace, we realized that the traditional post-sales customer journey can be delivered in a better way, and we at Dynatrace are on a mission to fix this!  Our aim is to bring together all post-sales customer experiences under one unified framework – and we call it Dynatrace ONE.  As a Customer Success Managers (CSM) for our enterprise accounts, you will be at the core of this approach, and your main responsibility is to make sure our customers realize and continue to see the value of their Dynatrace investment. 

To excel in the role, you will need to be proactive, entrepreneurial, and resilient, and not to be afraid to challenge the status quo to drive better outcomes.  Your focus will be on renewals and account growth, navigating enterprise organizations, and collaborating with our Champions and account teams to ensure on-time renewals.

Job Description

• Be the trusted advisor and primary post-sale point of contact for a portfolio of up to 30 organizations across APAC region and engage proactively with them on a regular basis

• Leverage your and your team’s expertise to increase adoption and utilization of Dynatrace capabilities

• Demonstrate product capabilities beyond core features to help the customer achieve specific business results and realise maximum value from the product

• Identify opportunities and close additional revenue from assigned clients, including upselling and cross-selling of related services and discovery of additional use cases

• Be accountable for client renewal and retention rates

• Ensure deployment and utilization best practices are implemented and understood, and collaborate with partners and internal consulting functions to drive timely results

• Handle escalations and coordinate across functional areas of Dynatrace to ensure flawless delivery (including Marketing, Sales, Professional Services, Engineering, Finance, Training, Support)

Responsibilities:

• Develop relationships with mature and growing customers and help them unleash the value of Dynatrace through strategic alignement and enablement

• Be the champion of deployment success by mapping out relevant stakeholders and engaging them on relevant value propositions

• Identify additional use cases to be implemented within current book of business

• May support higher-level account managers working on larger accounts from time to time

• Visit client locations periodically to ensure client satisfaction and promote ongoing contract renewal

• Coordinates sales quotations and responds to requests for proposals