Lead Customer Success Engineer

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

Benefits offered by this job

Health insurance

Hybrid working model

Wellness days

Job summary

Dynatrace, a leader in AI-powered observability, seeks a Lead Customer Success Engineer in Detroit to oversee post-sales relationships with our largest strategic customers and ensure successful deployment and adoption of Dynatrace products.

You will mentor other CSEs, advocate for customers with product and support teams, drive strategic reviews, and help accelerate value realization for enterprise deployments.

Qualifications

• Bachelor's degree or equivalent work experience.
• 5+ years of experience with large enterprise customers.
• Demonstrated leadership, mentorship, and relationship-building skills.
• Excellent written and verbal English communication.

Responsibilities

• Coach, mentor, and provide feedback to other CSEs.
• Advise customers on best practices, adoption, and expansion opportunities.
• Lead executive-level business reviews with customers.
• Collaborate with product, support, and R&D to resolve issues and guide roadmaps.

Skills

Leadership

Mentorship

Customer relationship management

Executive communication

Strategic thinking

Education

Bachelor's degree in Computer Science or Information Technology

Tools

AWS

Azure

Kubernetes

Jenkins

Ansible

Job description

# Lead Customer Success Engineer## **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, escalate 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.**Note to Recruiters and Agencies**: Thank you for your interest in Dynatrace. Please note that **we do not accept unsolicited agency resumes**—do not forward them via our website or directly to Dynatrace employees. Dynatrace will not pay fees for unsolicited resumes, and any resumes received this way will be considered the property of Dynatrace.## Benefits and work-life perksWe offer best-in-class core rewards, including paid time off, financial security benefits, retirement savings plans, and health insurance. Beyond that, you’ll get other benefits and work-life perks designed to make your ride with us even more rewarding.#### Mental health supportOur Employee Assistance Program, powered by Telus Health, offers support for you and your family members.#### Wellness DaysFour company-designated extra paid days off for you to recharge batteries.#### FlexibilityOur hybrid working model and flexible working hours offer you the flexibility you need.#### AI-driven workflowsUse AI as your daily teammate to automate tasks and focus on what matters.#### Learn & developCompany-wide learning perks, designated team's learning days, and more.#### Volunteering dayA day of paid volunteer time to support a community or cause you care about.#### Regular team eventsWe host Global Culture Parties, Family & Friends at Work Day, Global Breakfasts, Green Weeks, Pride Month, and beyond!#### International vibeMost of our offices and teams are proudly multicultural. English is our shared language, but we embrace and learn from each other's cultures.Rewards vary depending on your employment type. Some benefits and perks also differ by location — explore your city to see what’s available there.## About DynatraceDynatrace (NYSE: DT) is the leading AI-powered observability and security platform. We're advancing observability for today's digital businesses, helping transform modern digital ecosystems' complexity into powerful business assets.Our AI-driven insights cut through the noise, allowing customers to focus on what truly matters by automating manual tasks and resolving issues with pinpoint accuracy. Dynatrace offers simplicity, clarity, and reliability at scale to ensure teams can make informed decisions, minimize downtime, and drive their business forward with confidence.