Customer success employee sitting behind his desk

Strategic 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 digital transformation.

Job Description

The world needs perfect software and Dynatrace works with some of the world’s leading brands to deliver this, including Adobe, Samsung, Verizon, Starbucks, Virgin Money, Ford and Experian.  Our Dynatrace ONE team takes the core principles of Agile software development and applies them to delivering amazing customer experience to these and our other 2,000+ customers around the world.  We bring together customer success, customer service, and technical consulting disciplines into cross-functional “squads” with a single focus—to make our customers successful. 

As a Strategic Customer Success Manager (CSM), you will be responsible for developing partnerships with top tier accounts to help them achieve goals, focus on digital transformation and advanced observability. You will be empowered to establish trusted advisor relationship and collaborate cross functionally to drive adoption, transformation and success for your set of accounts. You will ensure retention and accelerate growth of your customer base through driving adoption, highlighting wins, planning and developing strategy, and providing thought leadership to take customers to the next level of their digital journey.

Role & Responsibilities

  • Develop and manage customer relationships at all levels to accelerate customer adoption of Dynatrace SaaS/Managed product portfolio and continuously prove and increase value in the solutions

  • Maintain high levels of customer engagement with top tier customers through regular touchpoints, Strategic Business Reviews and becoming their trusted advisor and advocate

  • Own renewal health assessment and strategy to ensure retention of assigned book of business

  • Partner with customers to develop strategy that will drive Dynatrace brand awareness and loyalty throughout enterprise

  • Identify areas of growth for expansion opportunities

  • Collaborate cross-functionally to drive focus on goals, resolution of challenges and drive customer success

  • Provide thought leadership throughout the customer journey to provide customers with insight to prove success and help in evangelizing Dynatrace within their organization

  • Provide adoption and product data as a tool to establish increased adoption, highlight success and showcase value

  • Ability to extract customer goals and develop approach to drive transformation

  • Leverage relationships and success to build reference cases and success stories

  • Travel as required

This position will adhere to a hybrid work model - candidate must be local to Denver, CO.

Qualifications

  • Bachelor’s Degree or equivalent work experience

  • 7+ years of experience in Customer Success, Relationship or Account Management

  • A strong business acumen and commercial outlook with a good conceptual understanding of IT operations processes and best practices

  • Proven expertise working with all levels of a client’s environment, from user to C-Level executives

  • Ability to display strong leadership skills and confidence in all levels of customer engagements and situations

  • Excellent verbal, written and interpersonal communication skills

  • Proven track record of driving collaboration within internal organization to ensure customer and Dynatrace success

  • Awareness of the APM 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 prioritize and effectively manage book of business

  • Understanding of IT organizations – roles, operations, business drivers, challenges

Additional Information

DOE: Annual salary $153,000 - 207,000 + medical, dental, vision, life insurance, 401k, LTD/STD, PTO

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, contractors or guests entering a US office or event to register with the CLEAR app with their vaccination information or self-certify that they have tested negative for Covid-19 within 48 hours prior to arrival.

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.

Please review the Dynatrace privacy policy here: https://www.dynatrace.com/company/trust-center/policies/recruitment-privacy-notice