Lead Customer Success Manager

The Customer Success Manager (CSM) is responsible for managing success, preserving renewals and identifying growth opportunities for assigned accounts in their territory by setting goals, driving adoption, demonstrating value and focusing on growing relationships with key account personnel. The CSM will drive renewals and account growth, navigate enterprise organizations, and collaborate with our Champions and Dynatrace account team alike to ensure on-time renewals.

Role & Responsibilities

• Accelerate customer adoption of Dynatrace SaaS/Managed product portfolio through technical enablement, usage training, and project planning.


• Own renewal strategy and subsequent on time renewal of subscription(s)


• Build Dynatrace brand awareness and loyalty


• Defend against the competition


• Conduct regular proactive calls and account review meetings; maintain an accurate record of discussion and action items


• Work with management team to ensure that critical issues are documented and escalated in an expeditious manner for resolution


• Coordinate account activities with sales teams for Assigned accounts within territory


• Identify strategic, new business growth opportunities


• Leverage relationships to aid in the building of reference accounts/contacts


• Act as customer advocate and liaison to become a Trusted Advisor


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


• Proven expertise working with the executive level in client environments, as well as with procurement and business owners


• Proficiency in English (spoken and written)


• Excellent verbal, written and interpersonal communication skills


• 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 develop strong relationships with the user/customer/internal communities


• Understanding of Internet, web and mobile applications; knowledge of HTTP, HTML, JavaScript etc.
  
  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.