Principal Customer Success Manager

Dynatrace; Boston (MA); On-site; USD 150,000 - 180,000; Full time

Benefits offered by this job

Competitive compensation

Premium benefits

401(k) plan

Global partnerships

Job summary

Dynatrace is seeking a Principal Customer Success Manager to protect and grow renewals across enterprise clients. You will drive adoption, educate customers on Dynatrace offerings, and act as their champion within the company to deliver value and outcomes.

You will lead strategic success planning, coordinate with Sales and IAT, and help expand Dynatrace usage across business units for larger, more complex accounts.

Qualifications

• 15+ years relevant experience in customer success, account management, or similar field managing large and complex customers.

Responsibilities

• Accelerate customers adoption and consumption of the Dynatrace platform and service portfolio through relationship management and success planning.
• Own renewal strategy and on-time renewal of subscriptions with defined customer goals and KPIs.
• Build Dynatrace brand awareness and loyalty and expand into other business units.
• Conduct regular proactive calls and account review meetings; maintain CRM records.
• Collaborate with sales and IAT to identify growth opportunities and drive white space.

Skills

Customer success

Account management

Strategic planning

Relationship building

Executive communication

Education

Bachelor’s degree or equivalent work experience

Tools

AWS

GCP

Azure

CRM systems

Job description

Your role at Dynatrace

As a Principal Customer Success Manager, you will be responsible for preserving and growing subscription renewals for our largest and most complicated enterprise customers. You will accomplish this by driving adoption and consumption within your book of business and will educate your customers on Dynatrace's platform and service offerings. You will demonstrate value and focus on growing relationships by acting as their champion within Dynatrace.

Role & Responsibilities

As a trusted advisor both within your customer teams and IAT, the Principal CSM is responsible for and looked upon to ensure that customers are achieving their business outcomes and realizing value from their investment. You will highlight wins and be able to tie the customers pain points, compliance needs and desired outcomes successfully to our platform capabilities and services offerings. You will also plan and develop short- and long-term strategies via success planning and provide thought leadership and mentoring to others. Additionally, the Principal Customer Success Manager partners with both Marketing and Sales to publish customer case studies, add to our referenceable customer list and drives the closing of new business with Sales in the field. Our goal is to provide our customers with software intelligence that will accelerate their digital transformation. As a Lead Senior Customer Success Manager, you will be at the heart of that journey.

• Accelerate customers adoption and consumption of the Dynatrace platform and service portfolio through relationship management, success planning, and documenting value events/realization
• Own renewal strategy and subsequent on time renewal of subscription(s) as well as the identification of customer goals, KPIs and their associated milestones for comprehensive success planning
• Build Dynatrace brand awareness and loyalty and expand into other business units within your customer base
• Conduct regular proactive calls and account review meetings; maintain an accurate record of discussions, success plans, and action items in our CRM
• Work with management team to ensure that critical issues are documented and escalated in an expeditious manner for resolution
• Defend against the competition and be able to compare/contrast our platform with the competition
• Collaborate on account activities with the Integrated Account Team (IAT) spanning sales and post-sales teams and if appropriate, engagement, process analysis and operational improvement efforts
• Identify strategic, new business growth opportunities and/or white space
• Leverage relationships to aid in the building of reference accounts/contacts
• Act as customer advocate and liaison to become a trusted advisor by providing business and account oversight to ensure exceptional customer experience
• Possess industry or vertical experience to leverage across your book of business and properly articulate and apply Dynatrace platform value across multiple industries or verticals
• Engage directly with various customers and/or partner stakeholders, from technical professionals to senior executives, driving consumption, adoption and real business transformation with your Customer Success Engineers and IAT
• Leverages data and analysis to inform the customer and/or IAT on important account decisions, while tracking and driving deployment, adoption, growth and measure of Dynatrace value across business units and/or geographies
• Travel as required to support your book of business

What Will Help You Succeed

• Qualifications
• Bachelor’s degree or equivalent work experience
• 15+ years relevant experience in customer success, account management, or similar field managing large and complex customers possessing an expert level understanding and implementation of customer success best practices
• A strong business acumen and commercial outlook with a great conceptual understanding of IT operations processes and best practices
• Be able to quickly develop strong relationships with users/commercial partners/internal communities as well as customer executives to drive, deliver and document successful business outcomes delivered from the Dynatrace platform
• Excellent verbal, written, and interpersonal communication skills and comfortable with fast-paced, dynamic environments associated with high-growth companies
• Experience in the Observability marketplace with an understanding of where Dynatrace is positioned and our key strengths as they pertain to our competition
• Highly motivated, energetic and committed to getting results
• Proven expertise working with the executive level in client environments, as well as with procurement and business owners
• Prior experience partnering with Product/R&D organizations and successfully championing customer platform requirements
• Technical understanding of cloud concepts and application performance monitoring technologies, and specific experience and use cases for AWS, GCP and Azure cloud platforms
• Demonstrable past experience partnering with senior customer/partner stakeholders to develop strategies resulting in significant outcomes and impact to the respective parties
• Understanding of Internet, web and mobile applications; knowledge of HTTP, HTML, JavaScript etc.

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 $150K to $180K. When determining your salary, we consider your skills, experience, education, work location and internal equity.

Equal Employment Opportunity

All your information will be kept confidential according to EEO guidelines.

We offer competitive compensation, company-sponsored premium benefits, medical, dental, vacation/holidays, company matching 401(k) Plan, etc. Dynatrace is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, sex, color, gender identity, religion, national origin, ancestry, citizenship, physical abilities, age, sexual orientation, creed, disability status, veteran status, pregnancy, genetic status, or any other characteristic protected by law. If your disability makes it difficult for you to use this site, please contact [e-mail]. Dynatrace participates in E-Verify, participant information in English and Spanish. Right to work information in English and Spanish. EEO is the Law.