• Drive Adoption & Account Growth: Own a portfolio of customers post go-live, ensuring strong adoption, retention, and expansion • Run regular MBRs/QBRs focused on outcomes, usage, and growth opportunities • Identify opportunities for customers to expand into new rails (stablecoins, instant payments, cross-border) • Customer Enablement & Training: Educate and train customers on how to best use Cybrid’s platform and capabilities • Ensure customers are maximizing value as they scale, not just maintaining usage • Create and deliver resources (guides, walkthroughs, sessions) that improve customer self-sufficiency • Technical Partnership & Problem Solving: Act as a technical advisor—helping customers navigate APIs, payment flows, and platform capabilities • Troubleshoot issues across integrations, webhooks, and ledgering systems in partnership with Engineering • Partner with onboarding/implementation to ensure a smooth handoff once customers go live • Be the Voice of the Customer: Synthesize feedback across your portfolio to influence Product and Engineering priorities • Surface patterns in usage, challenges, and opportunities to improve the platform and experience • Scale the Function: Build playbooks, account management frameworks, and workflows that allow us to scale efficiently • Leverage AI and automation to manage your portfolio effectively.

Your role at DynatraceAs a Senior Customer Success Engineer, you will cultivate post-sales relationships with Dynatrace’s most strategic, complex, and high-value enterprise customers. You will act as a trusted technical advisor, driving successful deployment, adoption, and expansion of Dynatrace products to align with customers’ business objectives. Your role ensures exceptional customer experience, value, and satisfaction while collaborating with account teams to support retention, renewals, and growth opportunities. This role will be working with Singapore Government, Singaporean citizenship or capability to obtain a Singapore Government clearance is required. Key Responsibilities: - Build and maintain relationships with enterprise customers, serving as a trusted technical advisor to maximise the value of Dynatrace solutions. - Analyse and recommend solutions for complex use-cases and configuration issues for Dynatrace solutions and integrations with third-party systems. - Collaborate with account and customer success teams to define technical strategic roadmaps for customer retention, renewals, and expansion. - Act as a liaison between customers and Dynatrace Support and Product teams for timely issue resolution and product feedback. - Conduct technical demonstrations and consulting sessions to enhance organisational adoption, uncover new use cases, and support customers in accelerating the implementation of Dynatrace solutions. - Offer technical guidance and mentorship to other Customer Success Engineers (CSEs) to strengthen their expertise. - Advocate for customers during Monthly and Quarterly Business Reviews, ensuring their goals and challenges are addressed. - Document best practices for Dynatrace usage and contribute to customer success plans based on customer needs and environment. - Stay current on Dynatrace products, services, and related technologies, including cloud platforms and DevOps tools. Core Expectations: - Exemplify Dynatrace’s Core Values by consistently exceeding customer expectations. - Demonstrate strategic thinking, technical expertise, and a customer-first mindset. - Communicate effectively with stakeholders at all levels, including executive leadership (VP/CxO). - Provide insights and recommendations to enhance customer adoption and satisfaction in a fast-paced environment. What will help you succeedSkills & Qualifications: - Exceptional written and verbal communication skills in English, with strong organisational and teamwork abilities. - Ability to manage time effectively, prioritise tasks, and act decisively in a fast-paced environment. - Subject Matter Expertise (SME) in Dynatrace technologies, methodologies, and related third-party tools. - Willingness to learn new technologies and tackle complex technical challenges. - Professional Level Dynatrace certification (or willingness to obtain within six months). - Two or more industry-relevant certifications (e.g., AWS, Azure, Kubernetes). - Strong technical knowledge of SaaS platforms and one or more of the following cloud technologies; AWS, Azure, Google Cloud, OpenStack, Kubernetes. - Web and application servers (e.g., Apache, IIS, WebSphere, WebLogic, JBoss). - Server-side technologies (e.g., Java Servlets, PHP, HTML, CSS, JavaScript, Ajax). - Mobile application technologies (e.g., iOS, Android Webkit). - DevOps tools (e.g., Ansible, Jenkins, Chef, Puppet). - CMDB/ITSM platforms (e.g., ServiceNow, BMC). Education & Experience: - Bachelor’s degree in Computer Science, Information Technology, or equivalent professional experience. - 4+ years of experience working with large enterprise customers, including executive-level stakeholders. - Demonstrated expertise in thought leadership, mentorship, and delivering exceptional customer outcomes. 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.

• Operate like a post-sale Solutions Engineer embedded in CS • Ensure handoff quality from Implementation to CS • Serve as the primary technical resource for the AM team • Join customer calls for technical depth • Coach AM’s on platform fundamentals • Lead technical discovery on post-go-live needs • Provide solution options with clear tradeoffs • Facilitate technical working sessions with stakeholders • Own post-go-live technical solutioning across two tiers • Diagnose platform, configuration, and workflow issues

• Manage, coach, and develop a team of Customer Success Engineers. • Drive successful implementations in complex enterprise environments. • Establish repeatable onboarding playbooks, success criteria, deployment checklists, and “time-to-value” targets. • Build and run a customer health and risk program and own renewal readiness. • Partner with Account teams to identify and execute expansion opportunities based on increased product depth and new use cases. • Lead high-severity escalations end-to-end and ensure fast, high-quality resolution while maintaining customer trust and executive alignment. • Influence roadmap with a strong point of view on enterprise readiness and representation of the voice of customers. • Create a structured voice-of-customer pipeline and influence roadmap with a strong point of view on enterprise readiness.