Lead Customer Success Engineer

Dynatrace; Detroit (MI); On-site; USD 116,000 - 145,000; Full time

Job summary

Dynatrace seeks a Lead Customer Success Engineer to build and maintain post-sales relationships with our highest strategic customers in Detroit. You will ensure successful deployment and adoption of Dynatrace products, serving as a trusted advisor and SME to guide customers toward maximum value.

You will coach and mentor other CSEs, partner with product management, and drive growth of the customer's footprint through strategic planning, best practices, and proactive engagement.

Qualifications

• Experience in leading teams and mentoring CSEs.
• Proven ability to manage high-value enterprise accounts.
• Strong written and verbal communication with executive audiences.
• Familiarity with Dynatrace technologies and SaaS products.

Responsibilities

• Coach, mentor, and provide feedback to CSEs and peers.
• Drive customer adoption and value realization of Dynatrace products.
• Advocate for customers with product and engineering teams.

Skills

Leadership

Customer relationships

Strategic account management

Communication skills

SaaS knowledge

Mentoring

Education

Bachelor's degree or equivalent

Tools

Dynatrace platform

Cloud platforms (AWS/Azure/GCP)

Job description

Your role at Dynatrace

As a Lead Customer Success Engineer, you will be responsible for building and maintaining post-sales relationships with Dynatrace’s highest strategic customers. You will serve as a trusted advisor, ensuring the successful deployment and adoption of all Dynatrace products. Customers hold CSE's in high regard as experts and rely on you to guide them through ways of obtaining the greatest value from their Dynatrace solutions. You will be a point of contact and resource for other Technical Account Managers which include coaching, mentoring, and providing feedback. These duties will also expand into partnering with other CSE’s and customers to ensure success with Dynatrace Solutions.

Responsibilities And Duties

• Coach, Mentor, and provide feedback on an ongoing basis to other CSE’s while providing tactical recommendations
• Constantly go above and beyond to serve our customers and be a shining, standard-setting example of our Core Values
• Provide advice and guidance as the subject matter expert to ensure successful ongoing usage, adoption of the product, and foster growth of the customer’s footprint
• Be the customer’s advocate by knowing their goals and use cases, then suggesting process changes, product adoption, configuration, and additional features to meet their requirements
• Function as a frontline technical resource for “best practice” and informal customer questions
• Engage and review with customer support as a customer advocate to ensure speedy resolution of customer issues
• Engage with Product management as the customer advocate on product roadmap discussions
• Participate and prepare for Monthly and Quarterly Business Reviews with customers
• Maintain current functional and technical knowledge of Dynatrace products and services
• Help to document best practices in developing and using Dynatrace
• Partners with support engineers, PM, and R&D to help customers and account teams to speed resolution. They must help, communicate, elevate and advocate on behalf of the customer.
• Provides insight, advice, and ‘street credibility’ with technical teams to understand technical issues and possible workarounds.
• Helps customers and account teams to understand support ticket trends/themes to be used to develop success plans, enablement advice, etc.
• Has deep understanding of customers’ infrastructure, architecture, and business/regulatory requirements to speed up resolution.

What Will Help You Succeed

• Education: Bachelor's degree in Computer Science, Information Technology, or equivalent work experience
• Work experience 5+ years of experience
• Prior leadership experience that is demonstratable
• Experience working with large enterprise customers, including executive leadership
• Demonstrated ability in leadership, mentorship, and organizational behavior
• A track record of going above and beyond for your team and customers
• Exceptional corporate presentation and relationship-building skills with technical and non-technical audiences
• Must have exceptional English written and verbal communications skills, additional languages like Spanish or Portuguese are a plus, as well as organizational and teamwork skills, and the ability to act fast and responsibly
• Impeccable time management skills and an ability to self-direct
• Demonstrated experience being a Subject Matter Expert (SME) for Dynatrace technologies, methodologies, frameworks, and 3rd party technologies related to Dynatrace
• Willingness to learn new technologies and resolve complex technical issues
• Professional Level Dynatrace certification (or get certification within six months)
• Industry-relevant Associate Level certification (AWS, Azure, k8s, …)
• Strong technical understanding and experience in SaaS industry
• Familiar with one or more of the following technologies related to Dynatrace:
  • Cloud/new stack technologies such as OpenStack, OpenShift, AWS, Azure, Google Cloud, Cloud Foundry, Kubernetes, SAP, etc.
  • Web and application server technologies such as Apache, IIS, WebSphere, WebLogic, REACT and JBoss
  • Server/Server-side technologies such as Java Servlets, PHP, HTML, CSS, JavaScript, and Ajax
  • Mobile application technologies such as iOS and Android Webkit.
  • DevOps toolchain applications such as Ansible, Jenkins, Chef, Puppet, etc.
  • CMDB/ITSM Technologies/platforms such as ServiceNow and BMC
• Must be customer service oriented and believe in teamwork, collaboration, adaptability & Initiative.
• Demonstrable success in thinking strategically and executing tactically while providing consistent and high customer satisfaction and retention levels in a fast-paced environment

Why you will love being a Dynatracer

• 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.

Compensation And Rewards

The targeted base pay range for this role is $116K to $145K. When determining your salary, we consider your skills, experience, education, work location and internal equity.

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.