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Your role at Dynatrace

We are seeking a seasoned Operations Manager for Customer Success with experience in the SaaS industry. This role is pivotal in owning and executing customer-facing operational communications related to product updates, end-of-life (EOL) support, and break-fix scenarios. The ideal candidate will have a strong background in developing and managing clear, concise, and customer-centric operational processes and messages that enhance the customer experience and drive product adoption.

Key Responsibilities:

+ We are seeking a seasoned Operations Manager for Customer Success with experience in the SaaS industry. This role is pivotal in owning and executing customer-facing operational communications related to product updates, end-of-life (EOL) support, and break-fix scenarios. The ideal candidate will have a strong background in developing and managing clear, concise, and customer-centric operational processes and messages that enhance the customer experience and drive product adoption.

+ Key Responsibilities:

+ Develop and implement a comprehensive customer success operations strategy that aligns with company goals and enhances client satisfaction and engagement.

+ Establish internal processes and best practices as the foundation for all customer success communications.

+ Partner with R&D, Product Management, Sales, and Dynatrace ONE (post-sales) to ensure internal awareness and alignment on customer-facing operational communications.

+ Collaborate with Business Systems and key stakeholders to drive influence, solutioning, and tool adoption for customer success operations.

+ Work with R&D and Dynatrace ONE stakeholders to inform customers about breaking changes and other critical operational updates.

+ Ensure all messaging is clear, relevant, and accessible to different customer segments.

+ Draft, review, and edit customer-facing operational communications, including emails, in collaboration with various Business and Product leads, ensuring alignment with brand tone and style.

+ Regularly gather feedback from customers and internal stakeholders to refine operational communication strategies and ensure relevance and clarity.

+ Collaborate closely with cross-functional teams, including Product, Marketing, Customer Success, Engineering, and Legal, to ensure messaging is accurate, consistent, and aligned with company goals.

+ Track and analyze operational communication performance metrics (open rates, click-through rates, engagement, etc.), and present actionable insights to the leadership team and key stakeholders.

+ Measure and report on effectiveness KPIs for impact analysis, working with the Business Intelligence team.

What will help you succeed

Minimum Requirements

+ Bachelor’s degree in Marketing, Communications, Business, or a related field.

+ 5+ years of experience in customer success operations, customer communications, or marketing, working within the SaaS or technology space.

Preferred Requirments

+ Strong understanding of customer segmentation, lifecycle communication, and retention strategies.

+ Excellent verbal and written communication skills, with a knack for crafting compelling and concise operational messages.

+ Analytical mindset with the ability to interpret data and derive actionable insights.

+ Exceptional organizational skills and the ability to manage multiple projects simultaneously.

+ Experience in product-related and incident management communications.

+ Familiarity with communication platforms and tools, ensuring effective utilization for customer outreach and engagement.

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.

Dynatrace is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, sex, color, gender identity, religion, national origin, ancestry, citizenship, physical abilities, age, sexual orientation, creed, disability status, veteran status, pregnancy, genetic status, or any other characteristic protected by law.