Vice President, Public Sector Customer Success

Your role at Dynatrace

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.

What will help you succeed

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