Sr Director, Customer Success

Dynatrace; Detroit, Northern (MI, KY); Hybrid; USD 200,000 - 240,000; Full time

Benefits offered by this job

Unlimited personal time off

Employee stock purchase plan

Medical/dental benefits

401(k) plan

Job summary

Dynatrace is seeking a Senior Director of Customer Success to lead our North America organization across the United States and Canada. You will manage leaders, CSMs, and TAMs, acting as an executive sponsor for strategic accounts and guiding executive engagements including reviews, renewals, and escalations.

You will drive regional performance on retention, adoption, and growth, build a scalable, high-performing team, and collaborate with Sales, Support, Services, and Product to maximize

Qualifications

• Bachelor's degree or equivalent professional experience.
• 10+ years of experience in Customer Success, Account Management, Professional Services, or other customer-facing leadership roles.
• 5+ years of experience leading managers and geographically distributed customer-facing teams.

Responsibilities

• Lead and scale a North America Customer Success organization of leaders, Customer Success Managers, and Technical Account Managers.
• Serve as an executive sponsor for strategic accounts, building trusted relationships with senior customer stakeholders.
• Lead executive customer engagements, including business reviews, strategic planning sessions, renewals, and critical escalations.
• Drive regional performance against customer retention, renewal, adoption, and Net Revenue Retention (NRR) objectives.
• Develop and coach high-performing leaders and teams while fostering a culture of accountability, collaboration, and continuous improvement.

Skills

Customer Success leadership

Executive communication

Strategic planning

Data-driven decisions

Cross-functional collaboration

Education

Bachelor's degree or equivalent

Tools

Gainsight

Totango

Job description

# Sr Director, Customer Success## **Your role at Dynatrace**Dynatrace is seeking a strategic and customer-focused Senior Director of Customer Success to lead our North America Customer Success organization across the United States and Canada.This highly visible leadership role combines large-scale team leadership with executive-level customer engagement. The successful candidate will lead a team of Customer Success leaders, Customer Success Managers, and Technical Account Managers while serving as a trusted advisor and executive sponsor for some of Dynatrace's most strategic customers.The Senior Director is responsible for driving customer retention, renewal, consumption, and growth outcomes across the region while building a scalable, high-performing Customer Success organization. This leader will partner closely with Sales, Support, Professional Services, Product, and Executive Leadership to ensure customers achieve measurable business value from their Dynatrace investment.**Responsibilities:*** Lead and scale a North America Customer Success organization of leaders, Customer Success Managers, and Technical Account Managers.* Serve as an executive sponsor for strategic accounts, building trusted relationships with senior customer stakeholders and acting as a customer advocate.* Lead executive customer engagements, including business reviews, strategic planning sessions, renewals, and critical escalations.* Drive regional performance against customer retention, renewal, consumption, and Net Revenue Retention (NRR) objectives.* Develop and coach high-performing leaders and teams while fostering a culture of accountability, collaboration, and continuous improvement.* Establish organizational strategy, workforce planning, and career development programs that support business growth and employee success.* Partner closely with Sales, Support, Professional Services, and Product teams to deliver exceptional customer outcomes and maximize customer value.* Drive adoption of scalable Customer Success processes, tools, metrics, and operating models that improve efficiency and effectiveness.* Leverage customer health data and business insights to proactively identify risks, improve adoption, and uncover growth opportunities.* Champion the voice of the customer across Dynatrace, strengthening customer advocacy, influencing product direction, and representing the company at customer and industry events.**This is a remote eligible position. Candidates who live within a 45 mile radius of Boston, MA; Detroit, MI; and Denver, CO will be required to work hybrid (2 days per week) out of our Dyntrace office. Candidates are required to work EST hours for this position.**## **What will help you succeed****Required Qualifications*** Bachelor's degree or equivalent professional experience.* 10+ years of experience in Customer Success, Account Management, Professional Services, or other customer-facing leadership roles.* 5+ years of experience leading managers and geographically distributed customer-facing teams.* Proven track record of achieving customer retention, renewal, adoption, and growth objectives within a SaaS or subscription-based business.**Preferred Qualifications*** Strong understanding of key customer success metrics, including NRR, churn, renewals, and consumption.* Demonstrated success building, developing, and leading high-performing teams and leaders.* Exceptional executive communication, presentation, and relationship management skills.* Strong business acumen with the ability to use data and customer insights to drive strategic decisions.Experience supporting enterprise technology customers.* Background in observability, application performance monitoring (APM), cloud, infrastructure, or enterprise software solutions.* Experience leading large, geographically distributed teams across multiple regions.* Familiarity with Customer Success platforms such as Gainsight, Totango, or similar solutions.* Experience driving organizational transformation, operational excellence, and process improvement initiatives.* Knowledge of the Dynatrace platform, products, or competitive landscape.## **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 base salary range for this role is **$200K-$240K**. When determining your salary, we consider your experience, skills, education, and work location.* Our total compensation package includes unlimited personal time off, an employee stock purchase plan, and a reward system.* We also offer medical/dental benefits and a company-matched 401(k) plan for retirement.## **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. To be considered for this position, please upload your resume/CV.