Sr Manager, Customer Success

Your role at Dynatrace
At Dynatrace, our post-sales experience is unified under Dynatrace ONE-a program that brings together Customer Success, Technical Support, and Services to help customers succeed. Our mission is to deliver exceptional customer experiences through strategic guidance, proactive engagement, and deep technical expertise.
As a Senior Manager, Customer Success based in India, you'll lead a team of up to 8 Customer Success Managers (CSMs) and Customer Success Engineers (CSEs). Your focus will be on driving customer satisfaction, ensuring customers realize the full value of their Dynatrace investment, and identifying opportunities for growth and retention.
You'll collaborate across teams, coach and develop your team, and serve as a strategic partner to some of our most important customers.
What You'll Do

• Lead and manage a team of CSMs and CSEs: hiring, coaching, setting goals, and driving performance.
• Build a strong onboarding and development program to help your team succeed and grow.
• Improve and scale key customer success processes-like success planning, adoption tracking, and strategic reviews.
• Monitor and report on key metrics: renewal rates, customer health, product usage, and satisfaction.
• Partner with Sales, Services, Support, and Product teams to deliver a seamless customer experience.
• Act as a strategic advisor and escalation point for high-profile or at-risk accounts.
• Collaborate with Account Executives and Service Delivery Managers to position Dynatrace ONE and Enterprise Support early in the customer journey.
• Gather customer feedback and insights to continuously improve our programs and offerings.

What will help you succeed

• 5+ years in Customer Success or Account Management, ideally in SaaS or tech.
• Experience with cloud technologies or observability platforms.
• Proven leadership experience with measurable impact.
• Strong track record of customer retention and renewal success (93%+ preferred).
• Excellent communication, presentation, and relationship-building skills.
• Ability to lead cross-functional collaboration and drive accountability.
• Data-driven mindset with a proactive, organized approach.

Why you will love being a Dynatracer

• Dynatrace is a leader in unified observability and security.
• 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.
• Our employees work with the largest cloud providers, including AWS, Microsoft, and Google Cloud, and other leading partners worldwide to create strategic alliances.
• The Dynatrace platform uses cutting-edge technologies, including our own Davis hypermodal AI, to help our customers modernize and automate cloud operations, deliver software faster and more securely, and enable flawless digital experiences.
• Over 50% of the Fortune 100 companies are current customers of Dynatrace.
• 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.