Vice President, Public Sector Customer Success

Dynatrace is looking for a Vice President of Public Sector Customer Success to lead our post-sale customer organization across the US Federal, State, Local, and Education (SLED) markets. This is a senior leadership role with full accountability for Customer Success Management, Professional Services, and Technical Support across the Public Sector practice; three functions that must operate in concert to deliver a world-class customer experience in one of the most regulated and complex environments in enterprise software.

This is not a role for someone looking to maintain an existing operation. We are building a deliberate, scalable Public Sector customer organization; one that meets the unique compliance, security, and engagement requirements of government customers while delivering the same standard of excellence we hold across the rest of our business. The VP of Public Sector Customer Success will own that build and be held accountable for its outcomes.

You will report to the Chief Customer Officer and work closely with the SVP of Global Support, VP of Professional Services, and Americas Customer Success leadership to ensure your region operates as a fully integrated, high-performing team.

In addition to full ownership of the Public Sector practice, this role carries direct accountability for non-Public Sector technical support across the Americas ensuring that commercial and enterprise customers in the region receive the same standard of support excellence as their Public Sector counterparts. You are the senior support leader for the Americas in its entirety.

• Drive post-sale growth and retention by leading Customer Success, Professional Services, and Technical Support teams to deliver a unified, technically excellent, and compliant customer experience across the US Public Sector (FedRAMP) and Americas Commercial segments.

• Deliver operational excellence and transformation by owning key performance metrics (NRR, GRR, CSAT, MTTR), leveraging AI and Salesforce tooling, and scaling delivery models to consistently hit rigorous targets.

• Serve as a strategic executive partner and cross-functional advocate, aligning with Sales, Product, Legal, and Compliance to secure renewals, mitigate customer risk, and champion the voice of the customer internally.

• Cultivate high-performing technical talent by establishing clear career pathways (such as Staff Engineering) and driving a culture of continuous learning, self-help (Knowledge-Centered Support), and rapid incident resolution.

• Manage rigorous security and compliance boundaries in close partnership with Legal and Security teams to meet strict FedRAMP, access control, audit, and cleared-personnel requirements.

Experience

• 12+ years of experience in customer success, professional services, or technical support — with at least 5 years in a senior leadership role managing multiple post-sale functions
• Proven track record of leading and integrating Customer Success, Professional Services, and/or Support organizations in a high-growth enterprise SaaS environment
• Deep experience in the US Public Sector — federal, SLED, or defense — including direct experience managing relationships with government customers at the executive level
• Experience supporting or operating within FedRAMP-authorized environments — including a working understanding of FedRAMP High, Moderate, and Low impact levels and the compliance obligations they place on customer-facing teams
• Familiarity with government procurement and contracting frameworks including FedRAMP, FISMA, NIST 800-53, and IL4/IL5/IL6 requirements as they relate to post-sale customer engagement
• Experience working within or alongside a FedRAMP authorization boundary — understanding what personnel can and cannot access in a government cloud environment and how to structure delivery accordingly
• Experience managing cleared personnel requirements and structuring teams to meet US person and security clearance obligations
• Experience leading professional services delivery in regulated environments — including scoping, SOW development, delivery management, and quality assurance
• Experience building and scaling customer success programs — including health scoring, QBR programs, adoption frameworks, and renewal management
• Strong understanding of support operations including workforce management, case management tooling, knowledge management, and SLA governance
• Experience with Salesforce Service Cloud or equivalent enterprise platforms
• Familiarity with observability, monitoring, or infrastructure software is a strong asset

Leadership

• A leader who builds trust quickly, holds high standards, and develops people with genuine intent across multiple disciplines
• Comfortable operating in ambiguity and across a matrixed global organization
• Data-driven — you lead with evidence, not instinct, and you build that expectation across your team
• Strong executive presence — able to represent Dynatrace credibly at the agency and department level, at the C-suite, and with global leadership peers
• Collaborative by nature — able to operate as a strong practice leader while functioning as a genuine partner across Sales, Product, Engineering, and the broader Customer organization

Mindset

• You believe world-class customer experience is a competitive advantage, not a cost center
• You are as comfortable in the details of a services escalation or a support case as you are in a strategic conversation with a senior government official
• You hold yourself and your team accountable without creating a culture of fear
• You understand that Public Sector customers have unique constraints — and you build organizations that meet those constraints without compromising quality or speed

• 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 $220,000 - $275,000. 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 matching 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.