Sr Director, Customer Success

Your role at Dynatrace

• Dynatrace 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.

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.

Why you will love being a Dynatracer

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.

Equal Employment Opportunity

Benefits and work-life perks

• We offer best-in-class core rewards, including paid time off, financial security benefits, retirement savings plans, and health insurance. Beyond that, you’ll get other benefits and work-life perks designed to make your ride with us even more rewarding.

Mental health support

Wellness Days

Flexibility

AI-driven workflows

Learn & develop

Volunteering day

Regular team events

International vibe

About Dynatrace