Principal Customer Success Manager

Role Overview

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.

What You Will Do

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.

Why It Might Be a Fit

You will be a trusted advisor both within your customer teams and IAT, responsible for ensuring 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.

Requirements

• 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
• 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.

Benefits

• Competitive compensation packages designed to recognize and reward performance
• Over 50% of the Fortune 100 companies are current customers of Dynatrace