Lead Customer Success Manager - Southeast Asia (Singapore based)

As a Lead Customer Success Manager (Lead CSM), you are the senior-most individual contributor responsible for driving value realisation, retention, and expansion readiness across Dynatrace’s most complex enterprise customers in Singapore, with selective exposure across Southeast Asia.

You operate as a trusted peer to Account Executives, executive customer stakeholders, and internal senior leaders. Your mandate is to proactively orchestrate outcomes – not react to issues – by aligning Dynatrace capabilities to customer business priorities, ensuring predictable renewals, strong consumption outcomes, and long-term executive trust. This role is designed for enterprise‑grade Customer Success leaders who combine commercial acumen, executive presence, and data‑driven decision‑making, and who thrive in high‑autonomy, outcome‑oriented environments.

Key Responsibilities

Customer Value & Outcomes

• Own and continuously evolve living Success Plans aligned to customer business objectives, measurable KPIs, and executive priorities.
• Translate technical capabilities and observability outcomes into clear business value narratives understood and validated by senior stakeholders.
• Track, validate, and advance value realisation milestones to ensure customers achieve meaningful ROI from their Dynatrace investment.
• Identify value gaps, adoption blockers, and outcome risks early – driving corrective action before they impact renewal or consumption.

Proactive Account Leadership

• Act as the primary post‑sale strategic leader for assigned enterprise accounts, proactively shaping engagement cadence, focus areas, and stakeholder alignment.
• Lead executive‑level engagements beyond standard reviews, ensuring consistent senior sponsorship and outcome‑based dialogue.
• Maintain deep stakeholder maps, reducing key‑person dependency and strengthening executive‑level coverage across customer organisations.
• Coach champions and unblock stalled progress through influence, insight, and orchestration – rather than escalation by exception.

Consumption & Renewal Ownership

• Be explicitly accountable for Renewal % and Consumption % across your portfolio.
• Partner closely with Account Executives to align success milestones, renewal timing, and align success strategy with commercial strategy well ahead of contract cycles.
• Monitor health, risk, and sentiment signals to ensure renewals are predictable, de‑risked, and outcome‑backed – not last‑minute recoveries.
• Surface expansion readiness signals through usage, adoption, and realised value, positioning growth as the logical next outcome for the customer.

Cross‑Functional Leadership & Governance

• Orchestrate internal account teams across Sales, Professional Services, Support, Product, and Partners – ensuring one coherent Dynatrace voice to the customer.
• Drive accountability across functions for outcomes, not activity, removing duplication and unnecessary friction.
• Escalate systemic issues with insight and clarity, contributing to improvements beyond individual accounts.
• Surface customer insights, patterns, and lessons learned to senior leadership and Product teams, influencing roadmap and process decisions.

• 8+ years’ experience managing complex enterprise SaaS customers in Customer Success, Consulting, or equivalent post‑sale leadership roles.
• Proven success operating at CxO / VP level, with the ability to influence decisions through insight, credibility, and outcome focus.
• Demonstrated accountability for renewals, consumption, and commercial health in enterprise environments.
• Strong business acumen with the ability to map technology outcomes to operational, financial, and strategic impact.
• Solid understanding of cloud platforms (AWS, Azure, GCP), enterprise IT operations, software delivery lifecycle, observability concepts and general enterprise technology ways of working.
• Excellent communication skills in English; experience working in Singapore or with mature SEA enterprise customers strongly preferred.
• Bonus: Certifications in Programme management, Tech industry certs, or similar.

• Operates with high autonomy, judgement, and accountability – measured on outcomes, not activity.
• Comfortable navigating ambiguity and complexity in enterprise environments.
• Brings calm, confident executive presence to both customer and internal engagements.
• Willing to travel occasionally for targeted, high‑impact enterprise engagements across the region.
• Acts as a role model for proactive, value‑led Customer Success within the organisation, including identifying patterns across accounts and other CSM’s portfolios to influence internal strategy.

What Success Looks Like (12-18 Months)

• Enterprise customers articulate clear, executive‑validated value stories linked to measurable business outcomes.
• Renewal outcomes are predictable, with risks identified and mitigated well in advance of contract cycles.
• Consumption trends reflect sustained adoption of core and advanced Dynatrace capabilities.
• Account teams operate with shared clarity on priorities, success criteria, and ownership.
• Sales consistently leverages CS‑led insights to pursue high‑quality, customer‑led expansion.
• The Lead CSM is recognised internally as a trusted authority on enterprise customer health, organisational intelligence, value storytelling, and strategy.

• A one-product software company creating real value for the largest enterprises and millions of end customers globally, striving for a world where software works perfectly.
• Working with the latest technologies and at the forefront of innovation in tech on scale; but also, in other areas like marketing, design, or research.
• A team that thinks outside the box, welcomes unconventional ideas, and pushes boundaries.
• An environment that fosters innovation, enables creative collaboration, and allows you to grow.
• A globally unique and tailor-made career development program recognizing your potential, promoting your strengths, and supporting you in achieving your career goals.
• A truly international mindset that is being shaped by the diverse personalities, expertise, and backgrounds of our global team.