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Job Description
As a Senior Customer Success Manager, you will be at the forefront of helping our customers achieve meaningful outcomes in their transformation journeys. This role is critical to driving adoption and usage, securing renewals, expanding customer relationships, and ensuring that our platform delivers value for diverse B2B personas, including software developers, IT operations, and business stakeholders.
Key Responsibilities:
- Customer Engagement & Success Planning
- 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.
- Collaboration Across Teams & Partners
- 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.
- Driving Adoption & Expanding Value
- 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.
- Renewals & Risk Mitigation
- 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.