Sr Business Operations Analyst - Customer Success

Position Overview

We are seeking an Operations Lead to lead the development and execution of Consumption and Risk Management processes for Customer Success Managers (CSMs) and Customer Success Engineers (CSEs). This role will own capability areas related to driving customer consumption, identifying retention and churn risks, and supporting policy and process enforcement. The ideal candidate will have a strong background in customer success operations and a proven ability to analyze trends and implement scalable solutions.

Key Responsibilities

• Identify consumption trends and needs and develop processes to support CSMs and CSEs in driving customer adoption and usage.
• Analyze retention and churn data to identify patterns and trends, and create risk management processes for both CSMs and CSEs.
• Create, clarify, and secure approval for policies and processes related to consumption and risk management. Work with leadership and management to enforce standards.
• Partner with relevant teams to ensure systems and tooling (Salesforce, Certinia, etc.) automate and support end users. Gather requirements and oversee implementation, change management, and team enablement.
• Develop and maintain operating plan and roadmap for assigned Consumption and Risk Management objectives, outlining initiatives and improvements.
• Conduct operational reviews reporting on completed actions, outcomes, and effectiveness.
• Work closely with Dynatrace ONE Strategy team and Operations functions as well as Product, Sales, Engineering to ensure alignment and support for customer success initiatives.
• Prepare and deliver reporting and reviews for leadership and regional management, providing actionable insights and recommendations.
• Drive ongoing process improvement and change management to support scalable growth and operational efficiency.

This position is able to sit remotely. Candidates who live within a 45 mile radius of Boston, MA, Detroit, MI, Denver, CO, or Mountain View, CA will be required to work hybrid (2 day per week) out of our Dynatrace office. All candidates must work EST hours.

Required Qualifications

• Bachelor’s degree in Business, Operations, Analytics, or a related field.
• 6+ years of experience in customer success operations, business operations, or a related discipline within the SaaS or technology sector.

Preferred Qualifications

• Demonstrated expertise in consumption management, risk analysis, and process/policy development for customer-facing teams.
• Strong analytical and organizational skills, with experience in strategic planning and operational reviews.
• Proficiency with Salesforce; Certinia experience is a bonus.
• Excellent communication and collaboration skills, with the ability to influence cross-functional teams.
• Experience in policy creation, approval, and enforcement.
• Proven ability to manage multiple projects and priorities in a fast-paced environment.

Why You’ll love being a Dynatracer

• 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 with Dynatracers from different countries & cultures all over the world, and English as the corporate language that connects us all
• A culture that is being shaped by the diverse personalities, expertise, and backgrounds of our global team.

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.