Sr Director, Customer SuccessYour role at DynatraceDynatrace 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.
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.
