Director, Software Development - Salesforce Service Cloud

As the Director of Software Development and Delivery for the Customer Experience (CX) Systems Portfolio, you will be accountable for defining and executing the enterprise-wide strategy, architecture, and delivery of Dynatrace’s post-sale technology ecosystem. This is a highly visible leadership role responsible for enabling scale, innovation, and operational excellence across Customer Support, Customer Success, and Professional Services.

You will lead the transformation and modernization of our CX technology landscape—driving stability within Salesforce Service Cloud while spearheading the end-to-end implementation and optimization of Certinia PSA and Certinia Customer Success Cloud. Your mandate is to build a forward-looking, AI-enabled platform strategy that accelerates the post-sale lifecycle and supports Dynatrace’s continued hypergrowth.

You will operate as both a strategic leader and execution driver, influencing senior stakeholders, shaping investment priorities, and ensuring delivery excellence across a complex, global environment. This role reports to the Senior Director, GTM Software Development & Operations.

• Own the vision and strategy for the CX systems portfolio, defining a multi-year roadmap that aligns technology investments with business outcomes across Customer Support, Customer Success, and Professional Services.
• Lead end-to-end delivery at scale, overseeing major platform transformations, global implementations, and continuous optimization initiatives across Salesforce (Service Cloud & Experience Cloud), Certinia PSA, and Customer Success platforms (e.g., Totango, Gainsight).
• Partner at the executive level with CX Operations, and senior leaders across Support, Services, and Customer Success to shape priorities, influence decisions, and translate strategy into measurable outcomes.
• Drive operational excellence and platform reliability, ensuring a stable, scalable, and high-performing ecosystem that supports business growth and customer outcomes.
• Modernize the technology landscape by reducing technical debt, improving data governance, automating workflows, and enhancing system interoperability across the tech stack.
• Establish best-in-class delivery practices, embedding Agile, DevOps, and CI/CD capabilities (e.g., Copado) to improve predictability, speed, and quality of delivery.
• Build and lead a high-performing global organization, including engineering, architecture, QA, and administration teams—focused on accountability, scalability, and continuous development.
• Develop leadership bench strength, mentoring managers and senior technical leaders while fostering a culture of ownership, innovation, and continuous improvement.
• Oversee strategic vendor and partner relationships, ensuring alignment to architectural standards, delivery excellence, and business outcomes.
• Provide architectural leadership across Salesforce and integrated systems, including data models, API strategy, and enterprise integrations (e.g., Dell Boomi).
• Lead AI-driven innovation, identifying and scaling use cases leveraging Generative AI and Agentic AI to improve customer support accuracy, automate workflows, and enable proactive customer engagement.Ensure compliance and data integrity across the ecosystem, adhering to global standards such as GDPR and SOX.
• Act as a trusted advisor to senior leadership, providing clear visibility into performance, risks, and long-term transformation strategies.

• 10+ years of progressive experience in software development, enterprise systems, or SaaS platforms, with 7+ years in leadership roles managing global technical organizations.
• Deep domain expertise in Customer Experience (CX) systems, including Salesforce Service Cloud, Experience Cloud, and Certinia solutions.
• Proven track record of defining and executing large-scale technology strategy and transformation programs in high-growth SaaS environments.
• Experience building and leading scaled, global, high-performing engineering and delivery organizations, with a focus on outcomes and accountability.
• Strong experience partnering with senior stakeholders and executives, influencing strategy and driving alignment across functions.
• Deep knowledge of Salesforce architecture and its integration with enterprise systems, including Certinia (FinancialForce).
• Experience with iPaaS solutions (e.g., Dell Boomi) and complex enterprise integrations.
• Strong background in DevOps and modern delivery practices, including CI/CD, automated testing, and deployment tooling (e.g., Git, Copado).
• Demonstrated success managing and holding external partners and system integrators accountable on complex programs.
• Exceptional communication, leadership, and decision-making skills in fast-paced, evolving environments.

• Experience in a high-growth or enterprise SaaS company focused on post-sale lifecycle optimization and customer experience transformation.
• Proven experience leading or scaling AI-driven initiatives, including Generative AI or Agentic AI within CX domains.
• Knowledge of ERP/Finance systems (NetSuite) and professional services revenue workflows.
• Relevant Salesforce certifications (e.g., Service Cloud Consultant, Experience Cloud Consultant, System/Application Architect).

• 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.

DOE, salary $204K - $255K, plus Health, Dental, Life, STD, LTD, 401K, PTO. Total compensation may vary depending on candidate experience/education and location.

All your information will be kept confidential according to EEO guidelines.

We offer competitive compensation, company-sponsored premium benefits, medical, dental, vacation/holidays, company matching 401(k) Plan, etc. 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. If your disability makes it difficult for you to use this site, please contact [email protected]. Dynatrace participates in E-Verify, participant information in English and Spanish. Right to work information in English and Spanish. EEO is the Law. To be considered for this position, please upload your resume/CV.