We are looking for a highly organized and proactive Panelist Success Team Coordinator to support the day-to-day operations of the support team. This role acts as a central point of coordination, ensuring team productivity, study coverage, and visibility into key metrics, while also representing the team’s needs in cross-functional conversations. This is a hands-on operational coordination role, ideal for someone who can lead through influence, stay close to the work, and step in when needed. Key Responsibilities 1. Team Operations & Productivity Oversight - Monitor daily ticket volume and ensure timely responses aligned with SLA expectations - Identify gaps in productivity and follow up with team members as needed - Ensure tickets are actively being worked and not left unresolved or idle 2. Study Coverage & Resource Coordination - Maintain visibility into all active studies and assigned support coverage - Ensure each study has clear ownership and appropriate support at all times - Identify coverage risks early and coordinate adjustments with the team 3. Metrics & Reporting - Connect with study POCs on key support metrics (volume, response times, resolution times, backlog) - Work with study POCs to surface trends, risks, and areas of concern - Help connect day-to-day activity with broader operational impact 4. Escalation Management: - Identify tickets or situations that require escalation.  - Coordinate with internal teams to resolve issues - Ensure escalations are followed through to resolution 5. Cross-Functional Representation: - Represent the Support Team in meetings and cross-functional discussions - Advocate for team needs, blockers, and priorities - Ensure support insights are clearly communicated and understood 6. Hands-On Support Coverage: - Step in to manage tickets/contacts directly when needed to support the team - Help reduce backlog during high-volume periods or coverage gaps - Lead by example in ticket quality and responsiveness

Location: Remote Reporting to: CRO Scope: Tier 1 accounts + Customer Success team leadership About Storyteller Storyteller is a SaaS platform that helps media companies, sports organisations, and content-driven brands engage their audiences through modern, short-form experiences across their owned and operated platforms. Trusted by some of the most recognised organisations in global media and sport, Storyteller sits at the intersection of content, technology, and audience engagement, helping teams move faster, work smarter, and build deeper relationships with their audiences. The Role We’re hiring a Customer Success Lead to take ownership of our most important customer relationships while helping scale and structure the Customer Success function. This is a player/coach role — not a pure management position. You will lead from the front, owning key accounts while raising the standard across the team. You will directly own a portfolio of Tier 1 accounts, acting as the senior layer within Customer Success, and creating a clear buffer between leadership and day-to-day execution. What You’ll Do: Account Ownership (Player) - Own a portfolio of Tier 1 / strategic accounts - Build strong relationships across product, content, and commercial stakeholders - Drive adoption and ensure customers realise clear value from Storyteller - Identify risks early and proactively manage account health - Identify and develop expansion opportunities, shaping them with the customer before handing off to Sales to run the commercial process Team Leadership (Coach) - Act as the senior layer within Customer Success - Support and guide CSMs on account strategy, prioritisation, and execution - Improve consistency and quality across customer interactions - Help define and embed best practices, processes, and ways of working - Provide input on hiring, onboarding, and development of the CS team Commercial Contribution (Not Ownership) - Contribute to Net Revenue Retention (NRR) through strong account management - Surface and qualify expansion opportunities within accounts - Partner closely with Sales to ensure smooth handoff and high-quality deal context - Maintain clear visibility on account status, risks, and opportunities What Success Looks Like First 90 days - Smooth transition of Tier 1 accounts with strong customer confidence - Clear understanding of current CS structure, gaps, and opportunities - Acting as a reliable escalation and decision-making layer - Early identification of expansion opportunities across key accounts 6–12 months - Strong retention across Tier 1 accounts - Consistent flow of high-quality expansion opportunities into Sales - Clear structure and improved quality across the CS team - Reduced reliance on CRO for day-to-day account involvement Who This Role Is For This role is a great fit if you: - Have experience managing high-value SaaS accounts - Are comfortable working commercially, even if not directly closing deals - Have partnered closely with Sales on expansion or upsell motions - Have experience mentoring or leading others (formally or informally) - Can balance strategic thinking with hands-on execution - Are confident working with senior stakeholders in complex organisations What Matters Most - Strong ownership and accountability - Commercial awareness (knowing how value translates to revenue) - Ability to identify and shape opportunities, not just react to requests - Clear communication and sound judgment - Comfort operating in a fast-moving, evolving environment What Doesn’t Matter - Formal management titles - Carrying a hard quota personally - Rigid adherence to CS frameworks or playbooks - Experience in large, heavily structured organisations Why Join Storyteller - Own and shape Customer Success at a critical stage of growth - Work directly with leadership on strategy and execution - High autonomy, real ownership, and visible impact - Opportunity to define how Customer Success scales as the company grows Recruitment Process - Online Video Interview (short recorded responses to a set of questions) - Interview with Charlie (CRO) - Follow-up Task & Presentation - Final Interview with Charlie ---------------------- Privacy Notice We process your personal data for recruitment purposes in line with UK data protection law. AI tools may assist in reviewing applications, but decisions are made by our team. We retain data only as necessary for recruitment and compliance. You can request access or deletion of your data at any time by emailing careers@getstoryteller.com.

Your role at DynatraceAs a Senior Customer Success Engineer, you will be responsible for building and maintaining post-sales relationships with Dynatrace’s strategic customers. You will serve as a trusted advisor, ensuring the successful deployment and adoption of all Dynatrace products. Customers hold CSE's in high regard as experts and rely on you to guide them through ways of obtaining the greatest value from their Dynatrace solutions. These duties will also expand into partnering with other CSE’s and customers to ensure success with Dynatrace Solutions. Responsibilities and duties: - Constantly go above and beyond to serve our customers and be a shining, standard-setting example of our Core Values - Provide advice and guidance as the subject matter expert to ensure successful ongoing usage, adoption of the product, and foster growth of the customer’s footprint - Be the customer’s advocate by knowing their goals and use cases, then suggesting process changes, product adoption, configuration, and additional features to meet their requirements - Function as a frontline technical resource for “best practice” and informal customer questions - Engage and review with customer support as a customer advocate to ensure speedy resolution of customer issues - Participate and prepare for Monthly and Quarterly Business Reviews with customers - Maintain current functional and technical knowledge of Dynatrace products and services - Help to document best practices in developing and using Dynatrace - Partners with support engineers, PM, and R&D to help customers and account teams to speed resolution. They must help, communicate, escalate and advocate on behalf of the customer. - Provides insight, advice, and ‘street credibility’ with technical teams to understand technical issues and possible workarounds. - Helps customers and account teams to understand support ticket trends/themes to be used to develop success plans, enablement advice, etc. - Has deep understanding of customers’ infrastructure, architecture, and business/regulatory requirements to speed up resolution. What will help you succeedEducation: - Bachelor's degree in Computer Science, Information Technology, or equivalent work experience - Work experience 4+ years of experience - Experience working with large enterprise customers, including executive leadership - Demonstrated ability in leadership, mentorship, and organizational behavior - A track record of going above and beyond for your team and customers - Ability to manage executive relationships and discussions (VP/CxO) - Must have exceptional English and German written and verbal communications skills - Demonstrated experience being a Subject Matter Expert (SME) for Dynatrace technologies, methodologies, frameworks, and 3rd party technologies related to Dynatrace - Willingness to learn new technologies and resolve complex technical issues - Professional Level Dynatrace certification (or get certification within six months) - Two or more industry-relevant Associate Level certifications (AWS, Azure, k8s, …) - Strong technical understanding and experience in SaaS industry - Knowledge and experience with one or more of the following technologies related to Dynatrace: Cloud/new stack technologies such as OpenStack, OpenShift, AWS, Azure, Google Cloud, Cloud Foundry, Kubernetes, SAP, etc. - Web and application server technologies such as Apache, IIS, WebSphere, WebLogic, and JBoss Server/Server-side technologies such as Java Servlets, PHP, HTML, CSS, JavaScript, and Ajax - Mobile application technologies such as iOS and Android Webkit DevOps toolchain applications such as Ansible, Jenkins, Chef, Puppet, etc. - CMDB/ITSM Technologies/platforms such as ServiceNow and BMC - Must be customer service oriented and believe in teamwork, collaboration, adaptability & Initiative - Demonstrable success in thinking strategically and executing tactically while providing consistent and high customer satisfaction and retention levels in a fast-paced environment Why you will love being a Dynatracer - 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. Compensation and Rewards - We offer attractive compensation packages and stock purchase options with numerous benefits and advantages. - Due to legal reasons, we are obliged to disclose the minimum salary according to this position, which is EUR 61,000 gross per year (based on full-time). We offer a higher salary in line with qualifications and experience.

Role Description Location: This position is fully remote within the continental United States. Reporting into the SVP, Customer Success, the Director of Customer Success is responsible for retaining, delighting, and growing our Commercial and Government customer base, as well as ensuring the success of the Customer Success Managers (CSMs). This role includes establishing operational objectives, policies, and procedures that affect immediate and, at times, company-wide operations. You will guide the CSMs in these verticals, setting clear frameworks and providing the necessary tools to deliver their best work. The role also requires anticipating churn risks, fostering upsell opportunities, and driving loyalty by managing multiple priorities that directly impact the medium-term results of both your team and the business. The Director will collaborate with cross-functional teams to solve strategic issues, monitor customer satisfaction, and align with organizational objectives. This involves ensuring that customer metrics and success outcomes are met, which could directly affect timelines and operations across the broader organization. Qualifications - Experience working with B2B audiences, preferably in a technology or SaaS environment. - 5+ years of proven management experience. - 10+ years of experience in customer success or key account management. - Experience in developing and executing customer-centric strategies, with an ability to influence results across multiple business areas. - Proven team management experience, with a focus on coaching, mentoring, and conflict resolution. - Experience with Gainsight. - Advanced interpersonal and communication skills, both written and verbal, across multiple internal and external stakeholders. - Strong negotiation skills, with the ability to make complex decisions in sensitive situations. - Expertise in building and maintaining long-term relationships. - Strong leadership qualities with a demonstrated passion for people development. - Competence with Salesforce, Microsoft Office, and program management. - Relevant degree or certifications desirable. - Master’s Degree Preferred. Requirements - Build and plan CSM strategy & frameworks. - Establish operational objectives, policies, and frameworks for the CSM organization. - Develop customer-centric account plans that ensure satisfaction throughout the customer lifecycle. - Set up engagement models for a tiered CSM structure. - Monitor, analyze, and interpret customer metrics at all stages. - Ensure the highest levels of customer satisfaction across all client accounts. - Promote customer satisfaction by identifying evolving needs. - Drive success through initial onboarding and fostering growth in product adoption. - Provide day-to-day management and mentorship to US CSMs. - Identify training needs and provide development resources. - Accountable for significant decisions that directly affect team operations. - Liaise with regional Sales teams to create and execute account strategies. - Oversee larger projects with company-wide implications. - Ensure compliance with Nearmap values, policies, and standards. Benefits - Flexible time off, including 4 extra "YOU" days off each year. - Company-sponsored volunteering days to give back. - Generous parental leave policies for growing families. - Work from Overseas Policy - explore the world while you work! - Discounted Private Health Insurance plans. - Monthly wellbeing and technology allowance. - A Nearmap subscription.