• Design and ship automated workflows (n8n, LLMs, internal tooling) that eliminate manual work across CS. • Own customer health scoring infrastructure — define inputs, build the pipeline, surface signal. • Generate QBR materials and ROI reports at scale (Metabase + n8n + LLM pipelines). • Turn observations across the customer base into business-impact recommendations: where to push expansion, where churn risk is building, which product gaps are blocking deployment.

Your role at DynatraceAs a Lead Customer Success Manager, you will be a senior, high‑trust partner to a focused set of Dynatrace enterprise customers in India. You will work with customer leaders to align priorities, guide adoption, and build long‑term value from the Dynatrace platform. This role is designed for senior Customer Success professionals who thrive in complex environments and enjoy bringing clarity, structure, and momentum—especially when priorities shift or progress stall. You will work closely with senior business and technical stakeholders, helping define what success looks like, track progress, and guiding decisions that shape long‑term outcomes. What You’ll Do Customer Strategy & Success Planning • Own outcome‑driven success plans aligned to customer business priorities • Translate customer goals into measurable metrics, adoption milestones, and execution plans • Manage complex stakeholder landscapes and decision processes common in large Indian enterprises Adoption Consumption & Value Delivery • Drive adoption of Dynatrace across core and advanced enterprise use cases • Identify under‑utilized capabilities and lead structured adoption acceleration efforts • Ensure Dynatrace is embedded into customers’ day‑to‑day operational workflows • Quantify and articulate technical, operational, and business value Executive Engagement & Customer Leadership • Build advisory relationships with senior and executive stakeholders (IT, Digital, Operations) • Lead executive‑level conversations focused on outcomes, value, and strategic alignment • Navigate customer organizations with matrixed teams, central IT, and regional stakeholders Risk Management & Renewal Readiness • Proactively assess risks related to adoption, value realization, and engagement • Manage long and complex renewal cycles typical of large Indian enterprises • Partner with Sales to support renewals and growth while maintaining clear role boundaries Cross‑Functional Orchestration • Coordinate across Sales, Services (ACE), Solution Specialists, Support, Partners • Drive accountability and execution across distributed teams • Remove blockers that commonly arise in large‑scale India accounts What Success Looks Like • Customers demonstrate sustained progress toward clearly defined outcomes, with increasing adoption depth and platform value over time. • Executive alignment is established and maintained, enabling faster decisions and stronger long‑term partnerships. • Customer value is clearly articulated, repeatable, and credible, supporting renewal confidence and long‑term growth. • Risks surface early and are addressed proactively, rather than emerging late in the customer lifecycle. Why This Role Matters This is a pivotal role for Dynatrace in India. You will shape how enterprise customers realize value, build executive trust, and create the clarity and momentum needed for long‑term customer outcomes and predictable partnership success. What will help you succeed - 8–12 years in Customer Success, Technical Account Management, Consulting, or similar enterprise customer‑facing roles. - Proven experience working with enterprise customers in India, with awareness of local stakeholder expectations and operating rhythms. - Experience supporting complex customers through adoption, transformation, or modernization initiatives. - Executive‑ready communication: ability to translate technical capabilities into business‑relevant value. - Strong judgment and comfort operating in ambiguity—driving clarity and decisions without relying on rigid playbooks. - Cross‑functional influence and collaboration across Sales, technical teams, partners, and services organizations. - Familiarity with enterprise SaaS and modern cloud environments (e.g., AWS, Azure, GCP, Kubernetes, distributed applications). - Comfort guiding outcome‑focused conversations without needing to perform hands‑on implementation. 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.

• Manage a team of Customer Success Managers (CSM) in the DACH & Netherlands area • Increase customer adoption and maturity by creating customer outcomes • Enable the team to develop and manage Customer Success Plans • Establish direct relationships with customers • Facilitate change and promote innovation

• Supports the Customer Success Team and qualifies intended parents for premium plans • Acts as a liaison between the Refund Plans Team and Family Building Consultants • Communicates with Intended Parents regarding service levels and updates on plans • Troubleshoots complex processes and performs gap assessments • Participates in weekly medical reviews and manages a large caseload of applicants • Educates clients about Refund Plans and optimizes conversions • Maintains client files and adheres to confidentiality