Your role at DynatraceAs a Senior Customer Success Manager, you will own the post-sales relationship for a portfolio of enterprise customers across Spanish-speaking Latin America and the Caribbean. You will drive adoption, consumption, retention, and growth through outcome-based success plans, align stakeholders around measurable value, and coordinate cross-functional teams to remove blockers and accelerate time-to-value. In this role, you will serve as a trusted advisor and customer advocate, communicating progress through business reviews, identifying risks early, and partnering with internal teams to mitigate them proactively. Role & Responsibilities - Own the end-to-end post-sales relationship for your assigned book of business, driving adoption, consumption, retention, and growth, and ensuring a consistent customer experience across Support, ACE Services, Insights, and Sales motions. - Build, maintain, and update outcome-based customer success plans with clear goals, KPIs, milestones, owners, and documented value realization. - Drive on-time subscription renewals in partnership with the Renewal Specialist, including forecasting, risk mitigation, and customer stakeholder alignment. - Lead business reviews (QBRs/EBRs) that communicate progress, ROI/value realization, risks, next-quarter priorities, and outcome-based narratives for executive and working-level audiences. - Capture Voice of Customer feedback, translate it into clear product asks and internal action plans, and develop reference accounts and customer advocates from your portfolio. - Maintain strong Dynatrace platform fluency and complete Dynatrace Essentials and Dynatrace Associate certifications within an agreed timeframe. This includes the ability to deliver product demonstrations, speak credibly about platform architecture and deployment models such as SaaS vs. Managed, OneAgent vs. agentless data collection, OpenTelemetry and hybrid approaches, core telemetry types, and Davis AI, and connect those capabilities to customer outcomes. - Ground success plans in the customer’s technical reality by capturing environment and deployment scope, including cloud, on-prem, and hybrid footprint, Kubernetes and container platforms, tier-1 and tier-2 applications, and production and non-production coverage. - Advise customers on operating and observing AI-powered applications, including GenAI/LLM use cases, end-to-end tracing across orchestration layers and downstream services, reliability and latency monitoring, and cost and usage visibility. - Articulate and tailor Dynatrace value and use cases across enterprise industries such as banking/financial services, telecommunications, airlines/travel, retail, and public sector, applying relevant industry context to strengthen success plans and customer conversations. - Manage stakeholder maps across IT, Security, DevOps, Procurement, and Finance, and navigate LATAM commercial and procurement realities such as longer approval cycles, PO and invoicing requirements, FX and budgeting considerations, time zones, distributed teams, and local business norms. - Work with the LATAM partner ecosystem, including resellers, GSIs, and MSPs, to extend customer outcomes through aligned success plans, enablement, and shared accountability. - Collaborate on account activities with the Integrated Account Team (IAT) across sales and post-sales teams. - Operate with proactive risk management and closed-loop communication by monitoring health signals, stakeholder changes, product usage and consumption trends, and support experience, then driving documented mitigation plans with internal owners, deadlines, and follow-up timelines. What will help you succeed - Bachelor’s degree or equivalent work experience. - 5+ years of relevant experience in customer success, account management, or a similar field managing enterprise customers, with a solid understanding of customer success best practices. - Professionally fluent (bilingual) in Spanish and English for business communication across the region. - Business acumen paired with technical credibility, with the ability to engage DevOps/SRE, platform engineering, and IT operations leaders on observability, reliability, and cloud operations outcomes. - Industry experience in software development, DevOps/SRE, platform engineering, or cloud operations, including exposure to observability/APM platforms and an understanding of how teams build, release, operate, and troubleshoot modern applications. - Familiarity with AI/ML or GenAI workloads and managed services such as Amazon Bedrock, Azure AI, or Vertex AI, and the operational considerations they introduce across latency, cost, reliability, and governance, is a plus. - Ability to build strong relationships with users, commercial partners, internal communities, and customer executives to drive and document successful business outcomes, paired with strong verbal, written, and interpersonal communication skills, and comfort with fast-paced environments associated with high-growth companies. - Familiarity with the observability marketplace, including a basic understanding of where Dynatrace is positioned relative to the competition. - Experience working with cross-functional stakeholders including procurement and business owners, plus experience supporting enterprise accounts in LATAM with familiarity across regional contracting and compliance considerations. - Technical understanding of cloud concepts and observability/APM practices across metrics, logs, and traces, with experience across AWS, GCP, and Azure cloud platforms. Familiarity with OpenTelemetry is a plus. You should bring CSM-level technical awareness to align architects and platform owners on outcomes, constraints, and dependencies and bring in the right technical resources at the right time, without being expected to perform hands-on engineering execution. Why you will love being a Dynatracer• A one-product software company creating real value for the largest enterprises and millions of end customers globally, striving for a world where software works perfectly. • Working with the latest technologies and at the forefront of innovation in tech on scale; but also, in other areas like marketing, design, or research. • A team that thinks outside the box, welcomes unconventional ideas, and pushes boundaries. • An environment that fosters innovation, enables creative collaboration, and allows you to grow. • A globally unique and tailor-made career development program recognizing your potential, promoting your strengths, and supporting you in achieving your career goals. • A truly international mindset that is being shaped by the diverse personalities, expertise, and backgrounds of our global team. • A relocation team that is eager to help you start your journey to a new country, always there to support and by your side. • Attractive compensation packages and stock purchase options with numerous benefits and advantages. Compensation and RewardsThe targeted annual base pay range for this role is S/ .157,000 to S/ .196,000. When determining your salary, we consider your skills, experience, education, work location and internal equity.

• Direct the CRM calendar, setting email and SMS scheduling and segmentation strategy in support of the company's promotional calendar; provide strategic direction and day-to-day guidance to the senior manager responsible for calendar execution • Oversee lifecycle journey strategy across email and SMS, ensuring journeys and campaign sends are complementary and collectively driving toward revenue and engagement goals • Monitor email and SMS send volume against platform costs, proactively identify budget risks, and recommend program adjustments to stay within budget • Own the CRM testing roadmap: analyze results using established methods, determine next steps, and prioritize the next best test to drive continuous program improvement • Design and evaluate analyses to measure program performance against goals on a weekly, monthly, and quarterly basis • Leverage segmentation, behavioral targeting, and personalization to maximize engagement across the customer lifecycle • Manage day-to-day relationships with CRM vendors, including primary ESP (currently Zeta); evaluate platform performance, lead initial contract renewal discussions, and make recommendations on tooling needs or changes • Lead cross-functional relationships with brand, data and analytics, creative, product, growth, and customer success to ensure CRM outputs are strategically aligned • Maintain current knowledge of CRM best practices, technology, and trends and apply insights to evolve the program • Lead and develop a team of three — two senior managers and one specialist — investing genuinely in their growth, performance, and long-term development

Role Description We are seeking a highly skilled and experienced GoHighLevel Expert with at least 4 years of hands-on experience using the platform. The ideal candidate will have extensive knowledge of CRM management, marketing automation, funnel building, integrations, and agency operations. You will be responsible for creating and maintaining high-performing systems that improve lead generation, client communication, sales processes, and overall operational efficiency. This role requires someone who can work independently, solve technical challenges, manage multiple client accounts simultaneously, and continuously identify opportunities to improve workflows and automation. Key Responsibilities - GoHighLevel Account Management - Set up and manage GoHighLevel agency and client sub-accounts. - Configure CRM pipelines, opportunity stages, and lead management systems. - Import, organize, and maintain client databases. - Monitor account performance and ensure system accuracy. - Marketing Automation - Build and optimize advanced workflows and automation sequences. - Create email, SMS, voicemail, and multi-channel nurture campaigns. - Develop automated appointment booking and reminder systems. - Implement lead nurturing and follow-up automation strategies. - Troubleshoot and optimize existing workflows for maximum performance. - Funnel & Website Development - Build and maintain high-converting sales funnels and landing pages. - Create websites, forms, surveys, quizzes, and booking calendars within GoHighLevel. - Implement conversion rate optimization best practices. - Test and optimize funnel performance. - Integrations & Technical Setup - Configure domains, DNS records, email services, and phone systems. - Integrate third-party applications using Zapier, Make, APIs, and webhooks. - Set up tracking, reporting, and attribution systems. - Troubleshoot technical issues and ensure seamless platform functionality. - Client Support & Training - Onboard new clients into the GoHighLevel platform. - Provide technical support and troubleshooting assistance. - Conduct training sessions for clients and internal team members. - Create and maintain SOPs, documentation, and training materials. - Reporting & Optimization - Monitor campaign and automation performance. - Generate reports and provide actionable recommendations. - Analyze lead flow, conversion rates, and appointment booking metrics. - Continuously improve systems to maximize efficiency and ROI. Qualifications - 4+ years of hands-on GoHighLevel experience. - Experience working within a digital marketing agency environment. - Proven experience managing multiple client accounts simultaneously. - Advanced knowledge of CRM management and pipeline setup. - Strong experience building automation workflows and nurture campaigns. - Experience creating websites, funnels, landing pages, forms, and calendars within GHL. - Proficiency with Zapier, Make, webhooks, APIs, and third-party integrations. - Strong understanding of email marketing, SMS marketing, and lead generation. - Excellent troubleshooting and problem-solving skills. - Strong written and verbal communication skills. - Ability to work independently and meet deadlines consistently. Preferred Qualifications - Experience managing GoHighLevel SaaS Mode accounts. - Knowledge of Facebook Ads and Google Ads lead generation campaigns. - Experience with reputation management and review automation. - Basic HTML, CSS, and JavaScript knowledge. - Experience creating SOPs and operational workflows for agencies. Work Schedule - Monday through Friday - 9:45 AM EST – 5:00 PM EST - Full-time remote position - Must be available and responsive during working hours. - Reliable high-speed internet connection required. Compensation & Benefits - $3,000 USD per month - Full-time remote position - Opportunity to work with a growing digital marketing agency - Professional development and advancement opportunities - Performance-based bonus opportunities for exceptional results Ideal Candidate You are a GoHighLevel power user who thrives on building systems, automations, and processes that help businesses grow. You enjoy solving technical challenges, optimizing workflows, and managing multiple projects at once. You are proactive, detail-oriented, accountable, and committed to delivering exceptional results for clients and team members alike. How to Apply Please submit: - Your resume - A brief introduction outlining your GoHighLevel experience - Examples of GoHighLevel accounts, funnels, automations, or projects you have built - Any relevant certifications or portfolio links Only candidates with significant GoHighLevel experience will be considered.

• Build scalable processes for customer on-boarding and post-sales success • Define, implement, and tailor technology solutions to customer specific operational needs and workflows to drive ROI • Track and manage all implementation projects with our large enterprise customers for successful delivery of technology and services. • Develop healthy customer relationships through proactive support and cadence based follow-ups • Quantify product feedback and brief executives to drive software and hardware engineering to better fit our customers needs • Drive a hands-on approach with our customers as-needed from fieldwork to remote engagements • Create customer loyalty through account management • Advocate for enterprise customers through deep understanding of their use cases and needs • Lead Quarterly Business Reviews and customer check-ins to ensure our existing customers are getting value from Skydio technology • Ensure expansions and renewals through helping customers realize their desired outcomes. • Manage ~20x accounts driving adoption to ensure expansions and renewals of book of business.