Lead Customer Success Engineer

As a Lead Customer Success Engineer, you will foster strong post-sales relationships with Dynatrace’s most strategic, complex, and high-value enterprise customers. You will act as a trusted advisor, driving the successful deployment, adoption, and expansion of Dynatrace products to align with customers’ business objectives. Your role ensures exceptional customer experience, value, and satisfaction while collaborating with account teams to support retention, renewals, and growth opportunities.

Key Responsibilities:

• Build and maintain relationships with enterprise customers, serving as a strategic advisor to maximise the value of Dynatrace solutions.
• Troubleshoot and resolve complex configuration issues for Dynatrace solutions and integrations with third-party systems.
• Collaborate with account teams to define technical strategic roadmaps for customer retention, renewals, and expansion.
• Act as a liaison between customers and Dynatrace Support, Product Management, and R&D teams to ensure timely issue resolution and product feedback.
• Conduct technical demos, training, and consulting sessions to enhance organisational adoption, uncover new use cases, and support customers in accelerating the implementation of Dynatrace solutions.
• Offer technical guidance and mentorship to other Customer Success Engineers (CSEs) to strengthen their expertise.
• Advocate for customers during Monthly and Quarterly Business Reviews, ensuring their goals and challenges are addressed.
• Maintain deep knowledge of customers’ infrastructure, architecture, and business requirements to accelerate issue resolution.
• Document best practices for Dynatrace usage and contribute to success plans based on support ticket trends and customer needs.
• Stay current on Dynatrace products, services, and related technologies, including cloud platforms and DevOps tools.

Core Expectations:

• Uphold Dynatrace’s Core Values while meeting the specific demands of working in secure Australian Government environments.
• Demonstrate strategic thinking, technical expertise, and a customer-first mindset with an emphasis on security and compliance.
• Communicate effectively with senior government stakeholders, including CIOs, CTOs, and Agency Executives.
• Provide insights and recommendations to enhance adoption and secure utilisation of Dynatrace within mission-critical environments.

Education & Experience:

• Bachelor’s degree in Computer Science, Information Technology, or equivalent professional experience.
• 6+ years of experience working with large enterprise customers, including executive-level stakeholders.
• Demonstrated expertise in thought leadership, mentorship, and delivering exceptional customer outcomes.

Skills & Qualifications:

• Exceptional written and verbal communication skills in English.
• Strong organisational, prioritisation, and problem-solving skills.
• Subject Matter Expertise (SME) in Dynatrace or similar observability solutions.
• Two or more industry certifications (e.g., AWS, Azure, Kubernetes) are desirable.
• Proven ability to deliver in high-security environments, balancing innovation with compliance.

Strong technical knowledge in:

• Cloud technologies (AWS, Azure, Google Cloud, OpenStack, Kubernetes, SAP).
• Web and application servers (Apache, IIS, WebSphere, WebLogic, JBoss).
• Server-side technologies (Java, PHP, HTML, CSS, JavaScript).
• DevOps tools (Ansible, Jenkins, Chef, Puppet).
• CMDB/ITSM platforms (ServiceNow, BMC).

• Dynatrace is a leader in unified observability and security.
• We provide a culture of excellence with competitive compensation packages designed to recognise and reward performance.
• Our employees work with the largest cloud providers, including AWS, Microsoft, and Google Cloud, and other leading partners worldwide to create strategic alliances.
• The Dynatrace platform uses cutting-edge technologies, including our own Davis hypermodal AI, to help our 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.