Lead Customer Success Manager

As a Lead Customer Success Manager (Lead CSM), you are responsible for driving value realization, retention, and expansion readiness across Dynatrace’s most complex enterprise customers in India.

You operate as a trusted peer to Account Executives, executive customer stakeholders, and internal senior leaders. Your mandate is to proactively orchestrate outcomes by aligning Dynatrace capabilities to customer business priorities, ensuring predictable renewals, strong consumption outcomes, and long‑term executive trust.

This role is designed for enterprise‑grade Customer Success managers who combine commercial acumen, executive presence, and data‑driven decision‑making, and who thrive in high‑autonomy, outcome‑oriented environments — particularly within the matrixed, multi‑stakeholder environments typical of large Indian enterprises.

• Own and continuously evolve living Success Plans aligned to customer business objectives, measurable KPIs, and executive priorities.
• Translate technical capabilities and observability outcomes into clear business value narratives understood and validated by senior stakeholders.
• Track, validate, and advance value realization milestones to ensure customers achieve meaningful ROI from their Dynatrace investment.
• Identify value gaps, adoption blockers, and outcome risks early – driving corrective action before they impact renewal or consumption.

• Act as the primary post‑sale strategic leader for assigned enterprise accounts, proactively shaping engagement cadence, focus areas, and stakeholder alignment.
• Lead executive‑level engagements beyond standard QBRs, ensuring consistent senior sponsorship and outcome‑based dialogue.
• Navigate complex customer organizations — matrixed teams, central IT, business units, and regional stakeholders common in large Indian enterprises.
• Maintain deep stakeholder maps, reducing key‑person dependency, and strengthening executive‑level coverage.
• Coach champions and unblock stalled progress through influence, insight, and orchestration – rather than escalation by exception.

• Partner closely with Account Executives to align success milestones, renewal timing, and commercial strategy well ahead of the long and complex renewal cycles typical of large Indian enterprises.
• Monitor health, risk, and sentiment signals to ensure renewals are predictable, de‑risked, and outcome‑backed – not last‑minute recoveries. Surface expansion readiness signals through usage, adoption, and realized value, positioning growth as the logical next outcome for the customer — while maintaining clear role boundaries with Sales.

Cross‑Functional Leadership & Governance

• Orchestrate internal account teams across Sales, Professional Services (ACE), Solution Specialists, Support, Product, and Partners – ensuring one coherent Dynatrace voice to the customer.
• Drive accountability across functions for outcomes, not activity, removing duplication, and unnecessary friction.
• Escalate systemic issues with insight and clarity, contributing to improvements beyond individual accounts.
• Surface customer insights, patterns, and lessons learned to senior leadership and Product teams, influencing roadmap and process decisions.

• 8+ years managing complex enterprise SaaS customers in Customer Success, Technical Account Management, Consulting, or equivalent post‑sale roles.
• Proven experience working with enterprise customers in India, with awareness of local stakeholder expectations, decision cadences, and operating rhythms.
• Proven success operating at CxO / VP level, with the ability to influence decisions through insight, credibility, and outcome focus.
• Demonstrated accountability for renewals, consumption, and commercial health in enterprise environments.
• Strong business acumen with the ability to map technology outcomes to operational, financial, and strategic impact.
• Solid understanding of cloud platforms (AWS, Azure, GCP), enterprise IT operations, software delivery lifecycle, observability concepts, and Kubernetes / distributed application environments.
• Strong judgment and comfort operating in ambiguity — driving clarity and decisions without relying on rigid playbooks.
• Ways of Working:
  - Operates with high autonomy, judgement, and accountability – measured on outcomes, not activity.
  - Comfortable navigating ambiguity and complexity in enterprise environments.
  - Brings a calm, confident executive presence to both customer and internal engagements.
  - Acts as a role model for proactive, value‑led Customer Success within the organization, including identifying patterns across accounts and other CSMs’ portfolios to influence internal strategy.
  

• Dynatrace is a leader in unified observability and security.
• We provide a culture of excellence with competitive compensation packages designed to recognize and reward performance.
• 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.