Director, Service Delivery

The Director of Service Delivery (Nurture) leads the Customer Success organizations scaled, digital-first team and engagement motion. This team ensures we deliver customer value and drives adoption, retention, and expansion across our customers. This leader builds a repeatable engagement engine powered by product telemetry, automated playbooks, and lifecycle communications that reach thousands of customers with the right guidance at the right moment.

This is a build-and-scale role. The Director of Customer Nurture is responsible for the Nurture customer segment end to end, defining the structure and coverage model, partnering with cross functional teams to stand up the technology and processes, leading the team directly, and continually improving our scaled engagement model. This role reports to the Customer Success leader for the Americas and partners globally to deliver one consistent Nurture experience across all regions.

• Strategy & Operations: Define the end-to-end Nurture coverage model, including engagement tiers and account graduation criteria. Build a data-informed operating rhythm to track cohort health, engagement performance, and program impact.
• Customer Lifecycle: Design and scale the customer journey (onboarding to expansion) using automated, one-to-many programs, lifecycle communications, and in-product guidance.
• Automation & Data: Operationalize telemetry-driven playbooks to automate routine health and adoption actions. Use usage data to segment customers, trigger proactive outreach, and identify expansion or at-risk opportunities.
• Team Leadership: Lead and develop a team of Nurture/Digital CSMs and specialists, shifting focus from manual tasks to high-judgment interventions and program optimization.
• Cross-Functional Partnership: Collaborate with teams across sales and post-sales to align lifecycle messaging and data. Partner with operations teams to integrate AI-driven tooling and ensure consistent, global standards.
• Business Outcomes: Own primary Nurture-segment metrics, including renewal rate, NRR, and consumption growth.

• 10+ years in customer success, account management, or customer experience, including 4+ years leading teams in B2B SaaS or enterprise software.
• Proven experience designing and running a scaled, digital, or tech-touch customer success motion (one-to-many / pooled coverage).
• Strong command of customer success and lifecycle metrics and a track record of moving them.
• Demonstrated ability to build programs and process from the ground up and scale them across a large customer base
• Fluency with CS and automation tooling (e.g., customer success platforms, CRM/SFDC, product usage/telemetry data) and comfort making data-driven decisions.
• Excellent cross-functional leadership and communication; able to align Marketing, Sales/Renewals, and Product around a shared customer journey
• Experience in observability, cloud, DevOps, or a technical enterprise product where adoption depth drives retention.
• Experience applying AI/automation to customer engagement or success operations at scale
• Experience operating within a global, federated organization with regional delivery.

• 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.
• Our employees work with the largest cloud providers, including AWS, Microsoft, and Google Cloud, and other leading partners worldwide to create strategic alliances.
• You'll get to work at the forefront of innovation with Dynatrace Intelligence—the industry's first agentic operations system. Bringing together deterministic and agentic AI, it helps teams understand what's happening, why it matters, and what to do next— automatically
• Over 50% of the Fortune 100 companies are current customers of Dynatrace.

• The base salary range for this role is $166,000 - $208,000. When determining your salary, we consider your experience, skills, education, and work location.
• Our total compensation package includes unlimited personal time off, an employee stock purchase plan, and a reward system.
• We also offer medical/dental benefits and a company-matched 401(k) plan for retirement.

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.