Dynatrace
Senior Customer Success Engineer
United Kingdom
Posted 2 days ago
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Senior Customer Success Engineer
Your Role at Dynatrace
As a Senior Customer Success Engineer, you will be responsible for building and maintaining post-sales relationships with Dynatrace’s most strategic customers. In this role:
- You will serve as a trusted advisor, ensuring successful deployment and adoption of all Dynatrace products.
- Customers depend on you as an expert to guide them toward maximizing value from their Dynatrace solutions.
- Continuously deliver exceptional service to our customers, embodying our Core Values wholeheartedly.
Key Responsibilities
Customer Advocacy & Engagement
- Triage, diagnose, and resolve complex configuration issues within Dynatrace solutions and cross-technology integrations.
- Strategically align on technical objectives and long-term goals with customers.
- Provide subject-matter expertise (SME) to ensure optimal product usage, adoption, and growth of the customer’s Dynatrace footprint.
- Advocate for the customer by identifying opportunities for process improvements, product enhancements, and configurational optimizations.
- Deliver training sessions to internal and external user groups to support organizational adoption.
Technical Leadership & Collaboration
- Conduct discovery and education initiatives to expand Dynatrace usage across diverse organizational functions and processes.
- Coach Technology Account Managers (TAMs) to strengthen their technical capabilities and provide mentorship.
- Serve as the frontline technical resource for best practices, informal inquiries, and dispute resolution.
- Engage with customer support to accelerate issue resolution as a customer advocate.
- Collaborate with product management to refine the roadmap based on customer pain points and priorities.
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Strategic Planning & Documentation
- Participate in and prepare for Monthly and Quarterly Business Reviews (MBRs & QBRs) with customers.
- Maintain a deep understanding of Dynatrace products, services, and third-party technologies related to observability and security.
- Partner with support engineers, product managers, and engineering teams to drive faster issue resolution.
- Document and share best practices to further optimize customer onboarding and usage.
- Interpret support ticket trends/themes to inform strategic success planning and enablement recommendations.
Requirements
Educational Background
- Bachelor’s degree in Computer Science, Information Technology, or an equivalent level of practical experience.
Experience and Expertise
- 4+ years of relevant experience working with enterprise customers, including interactions with executive leadership (VP/CxO).
- Leadership, mentorship, and organizational behavioral skills—a demonstrated ability to go above and beyond for both teams and clients.
- Ability to manage high-stakes executive relationships while balancing pace and responsibility.
- Professional-level Dynatrace certification (or commitment to obtain within six months).
- Two or more industry-relevant Associate Level certifications (e.g., AWS, Azure, Kubernetes).
- Deep technical proficiency with SaaS industry standards, including but not limited to:
- Cloud platforms: AWS, Azure, Google Cloud, Kubernetes, OpenShift, OpenStack, Cloud Foundry.
- Programming/Server-side technologies: Java, Servlets, PHP, HTML/CSS, JavaScript, Ajax.
- Mobile frameworks: iOS, Android, Webkit.
- DevOps toolchains: Ansible, Jenkins, Chef, Puppet.
- ITSM/Management: ServiceNow, BMC.
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Communication and Mindset
- ynchronous and impeccable time management and the ability to work independently and adaptively.
- Must possess strong written and verbal communication skills in British English.
- Customer-first mentality with a commitment to teamwork, collaboration, adaptability, and initiative.
- Demonstrated ability to think strategically while executing tactically—delivering high satisfaction and retention levels in fast-moving environments.
Why Join Dynatrace?
- Mission-driven: Leading the future of unified observability and security with cutting-edge technologies.
- Innovation culture: Working alongside Fortune 100 companies and global cloud leaders.
- Cutting-edge tech: Driving AI-powered operations through our agentic operations platform.
- Growth opportunities: A supportive culture with competitive compensation, recognition programs, and development pathways.
You’ll thrive in a dynamic, mission-driven team at the forefront of technology’s next frontier.
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Skills
Customer Success
Technical Support
SaaS
Cloud Technologies
DevOps
Java
PHP
HTML
CSS
JavaScript
Kubernetes
AWS
Azure
ServiceNow
BMC
Location