The Customer Success Manager (CSM) is responsible for preserving and growing subscription renewals from the assigned named accounts, for Digital Experience Management (DEM) solutions in assigned territory by driving adoption using a customer engagement lifecycle model.
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
Qualifications:
- Bachelor’s degree or equivalent work experience
- 3-5+ years relevant experience in customer success, account management, or similar field
- 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
- Excellent English and French verbal, written and interpersonal communication skills
Awareness of the Observability 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 is a leader in unified observability and security.
We provide a culture of excellence with competitive compensation packages designed to recognize and reward performance.
Our employees work with the largest cloud providers, including AWS, Microsoft, and Google Cloud, and other leading partners worldwide to create strategic alliances.
You'll get to work at the forefront of innovation with Dynatrace Intelligence—the industry's first agentic operations system. Bringing together deterministic and agentic AI, it helps teams understand what's happening, why it matters, and what to do next— automatically
Over 50% of the Fortune 100 companies are current customers of Dynatrace.
Equal Employment Opportunity
Dynatrace provides equal employment opportunities to all employees and applicants without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or any other protected characteristic. We actively foster an inclusive workplace that celebrates differences and promotes accessibility, collaboration, and growth for all.
