Customer Success Manager

1 week ago

Sydney, New South Wales, Australia Dynatrace Full time

As a Customer Success Managers (CSM) for the low-touch segment, you will be at the core of this approach, and your main responsibility will be to make sure our customers realize the value of their Dynatrace investment and are engaged with our product.

You will drive renewals and account growth, navigate enterprise organizations and collaborate with our Champions and account teams to ensure on-time renewals.


We realized that traditional post-sales customer journey is broken, and we are on a mission to fix it Our aim is to bring together all post-sales customer experiences under one unified framework - and we call it Dynatrace ONE.

As a Customer Success Managers (CSM) for the low-touch segment, you will be at the core of this approach, and your main responsibility will be to make sure our customers realize the value of their Dynatrace investment and are engaged with our product.

You will drive renewals and account growth, navigate enterprise organizations and collaborate with our Champions and account teams to ensure on-time renewals.


  • Act as a postsale point of contact for a portfolio of up to 250 organizations across APAC region, and direct them to relevant resources (Dynatrace University, chat function, support team etc)
  • Build and execute digital commercial campaigns to drive features adoption and ensure ARR retention
  • Complete Renewals Heath assessments and rescue plans for accounts at risk
  • Coordinate webinars and other online events
  • Leverage your and your team's expertise to increase the adoption and utilization of Dynatrace capabilities
  • Identify expansion opportunities in the assigned portfolio, including upselling and crossselling of related services and discovery of additional use cases
  • Ensure customers are aware of deployment and utilization best practices
  • Collaborate with support on escalations and coordinate across functional areas of Dynatrace to ensure flawless delivery (including Marketing, Sales, Professional Services, Engineering, Finance, Training, Support)

Responsibilities

  • Maintain digital engagement with customers and help them unleash the value of Dynatrace through education and enablement
  • Identify additional use cases to be implemented within current accounts (in collaboration with the Product team)
  • May support higherlevel account managers working on larger accounts from time to time

Qualifications:

  • Up to 2 years of customerfacing experience
  • Ability to quickly understand technical environments and relevant use cases (any Dynatrace qualification is a bonus)
  • Excellent verbal, written and interpersonal communication skills in English; any additional APAC language is a bonus
  • Highly motivated, energetic, and committed to getting results
  • Comfort with a fastpaced, dynamic environment is a must; past exposure to a highgrowth and/or globally distributed companies is also valuable
  • Business acumen and commercial outlook, with a conceptual understanding of IT operations processes and best practices
  • Awareness of the APM marketplace with an understanding of where Dynatrace is positioned and key strengths above the competition.

Additional Information:

What's in it for you?

  • A
    oneproduct 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.
  • Working models that offer you the flexibility you need,
    ranging from
    full remote options
    to
    hybrid
    ones combining home and inoffice work.
  • 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
    tailormade 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.
  • Attractive compensation packages and stock purchase options with
    numerous benefits and advantages.

Discover more perks & benefits:

Company Description:

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