Director, Service Delivery

Dynatrace•Detroit, MI

11d

About The Position

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.

Requirements

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

Nice To Haves

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.

Responsibilities

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.
Design and scale the customer journey (onboarding to expansion) using automated, one-to-many programs, lifecycle communications, and in-product guidance.
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.
Lead and develop a team of Nurture/Digital CSMs and specialists, shifting focus from manual tasks to high-judgment interventions and program optimization.
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.
Own primary Nurture-segment metrics, including renewal rate, NRR, and consumption growth.