Sr Customer Success Manager

As 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.

• 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.

• 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.

The 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.