Regional Manager, Customer Experience and Success

📋 Description

• • As the Regional Manager, Customer Experience and Success at Dash0 GmbH, you will be instrumental in shaping and leading the technical customer engagement strategy across the United States. This pivotal role combines strategic leadership with hands-on technical expertise, ensuring our customers achieve maximum value from our cutting-edge observability platform.
• • You will own the entire technical customer lifecycle, from initial pre-sales engagement and proof-of-concept (POC) validation through to successful onboarding and deep, long-term adoption. Unlike organizations with handoffs between teams, the Customer Experience and Success (CES) function at Dash0 maintains continuous technical ownership, fostering stronger customer relationships and deeper product understanding.
• • Your primary responsibility will be to define and execute a robust CES coverage model for the US region, meticulously aligning with global Sales and go-to-market objectives. This involves assessing team capacity across various customer segments and engagement models, and strategically allocating resources to maximize impact and efficiency.
• • Performance monitoring and analysis will be a key aspect of your role. You will track critical metrics such as technical win rates, POC conversion rates, onboarding velocity, adoption depth, and customer retention. These insights will drive data-informed adjustments to team deployment and strategy, ensuring continuous improvement.
• • A deep understanding of the competitive landscape, including major players like Datadog, New Relic, Dynatrace, and Honeycomb, is essential. You will equip your team to effectively articulate Dash0's technical differentiators and value proposition against these competitors.
• • As a leader, you will be responsible for recruiting, onboarding, and developing a high-performing team of CES professionals. This includes establishing rigorous standards for technical excellence, providing structured coaching, and fostering a culture of systematic knowledge sharing, learning from both successes and challenges.
• • You will create clear development pathways for your team members, actively supporting their career progression within Dash0. Regular deal reviews and technical win/loss analyses will be conducted, with findings meticulously documented and acted upon to refine our approach.
• • This role demands hands-on technical leadership. You will personally manage complex enterprise accounts through their entire engagement cycle, from POC to production adoption, maintaining direct technical ownership. This ensures that critical, high-stakes opportunities benefit from senior technical guidance.
• • You will serve as the senior technical escalation point for the regional team, offering expert guidance on complex architectural, commercial, or organizational challenges. Maintaining current technical proficiency in OpenTelemetry, Kubernetes, and observability pipeline architecture is crucial for credible engagement in advanced technical discussions.
• • Operational ownership includes capacity planning for the US CES function, encompassing headcount forecasting, hiring timelines, and gap analysis. You will also maintain the quality and currency of the team's technical assets, such as demonstration environments, reference architectures, POC templates, and onboarding documentation.
• • A consistent reporting framework for regional performance metrics across the customer lifecycle will be established and maintained. Resource allocation will be governed to align with strategic deal priorities and customer needs.
• • Cross-functional collaboration is key. You will partner closely with Enterprise Account Executives on account strategy and commercial positioning, acting as an equal partner throughout the customer engagement, even post-contract execution.
• • You will be the primary technical liaison between the US field organization and Dash0's global Product and Engineering teams. This involves providing structured, evidence-based feedback to Product Management, informed by field observations from POCs, active deals, and customer interactions.
• • Collaboration with the Marketing team on technical content development, field events, and demand-generation programs will also be part of your remit.
• • This is a unique opportunity to build and define the US Customer Experience and Success function from the ground up during a critical growth phase for Dash0, significantly influencing its long-term structure and culture. You will be directly involved in shaping a product that resonates deeply with developers, driven by transparent pricing and cost control.