Lead Customer Success Manager

Location Canberra, Australian Capital Territory, Australia Overview We realized that the traditional post-sales customer journey is broken, and we are on a mission to fix it Our aim is to bring together all post-sales customer experiences under one unified framework – Dynatrace ONE. As a Lead Customer Success Manager (CSM) looking after our Australian Government customers, you will be at the core of this approach. Your main responsibility will be to ensure that our largest, most complex Government customers realize the value of their Dynatrace investment. Job Description Serve as the trusted advisor and primary post-sale point of contact for all Strategic Government Departments in Canberra ACT. Leverage your and your team’s expertise to increase adoption and utilization of Dynatrace capabilities. Demonstrate product features beyond core functionalities to help the customer achieve specific business results and maximum value from the product. Identify opportunities from assigned clients, including upselling and cross‑selling of related services and discovery of additional use cases. Be accountable for client renewal and retention results. Coordinate and communicate the value delivered from their Dynatrace investment. Ensure deployment and utilization best practices are implemented and understood, collaborating with partners and internal consulting functions to drive timely results. Handle escalations and coordinate across functional areas of Dynatrace (Marketing, Sales, Professional Services, Engineering, Finance, Training, Support) to ensure flawless delivery. Responsibilities Develop relationships with complex customers and help various departments unleash the value of Dynatrace through education, enablement, and internal discovery. Be the champion of deployment success by mapping out relevant stakeholders and engaging them on the relevant value proposition. Visit client locations on a regular basis to ensure client satisfaction and promote ongoing contract renewal. Coordinate sales quotations and respond to requests for proposals. Qualifications & Experience 6+ years of progressive experience managing complex Government customers. Australian Government Security Clearance. Ability to quickly develop strong relationships with executives, users, commercial partners, and internal communities to drive outcomes. Excellent verbal, written, and interpersonal communication skills in English; additional APAC language is a bonus. Experience working with executives in client environments, as well as with procurement and business owners. Highly motivated, energetic, and committed to getting results. Comfort with a fast‑paced, dynamic environment is a must; past exposure to high‑growth and/or globally distributed companies is also valuable. Sales methodology certification (Miller Heiman / Challenger / LAMP, etc.) desirable. Business acumen and commercial outlook, with a conceptual understanding of IT operations processes and best practices. Technical understanding of cloud concepts and application performance technology, and specific use cases for AWS, GCP, and Azure. Understanding of the APM marketplace and Dynatrace key strengths. Benefits 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. Employees work with the largest cloud providers and other leading partners worldwide to create strategic alliances. Our platform uses cutting‑edge technologies, including our own Davis hypermodal AI, to help customers modernise 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. #J-18808-Ljbffr