Regional Manager, Customer Experience and Success

📋 Description

• • As the Regional Manager, Customer Experience and Success for the EMEA region at Dash0, you will be instrumental in shaping the future of observability for our clients. This pivotal role places you at the forefront of technical customer engagement, serving as a trusted advisor and guiding customers through their entire journey with our innovative OpenTelemetry-native platform.
• • You will own the complete customer lifecycle, from the initial technical deep-dive and proof-of-concept (POC) stages through to commercial closure, seamless onboarding, and sustained long-term adoption. Unlike traditional models, the Customer Experience and Success organization at Dash0 maintains continuous technical ownership, ensuring a consistent and expert-led experience for every client.
• • This is a senior leadership position that demands a blend of strategic thinking, organizational development, and hands-on technical expertise. You will be the primary technical conduit between our EMEA field operations and Dash0's global Product and Engineering teams, ensuring our product roadmap is informed by real-world customer needs and challenges.
• • Your responsibilities will span defining and executing a robust Customer Experience and Success coverage model tailored for the EMEA market, meticulously aligning with global Sales and go-to-market strategies. This includes assessing and optimizing team capacity across various customer segments and engagement models, ensuring resources are strategically allocated for maximum impact.
• • You will be tasked with rigorously monitoring and analyzing key performance indicators (KPIs) throughout the customer lifecycle. This encompasses technical win rates, POC conversion success, onboarding efficiency, adoption depth, and customer retention. Your insights will drive adjustments to team deployment and strategy to continuously improve customer outcomes.
• • A deep understanding of the competitive landscape, including major players like Datadog, New Relic, and Dynatrace, is crucial. You will ensure your team is adept at articulating Dash0's unique technical differentiators and value proposition.
• • Leading and developing your team is a core aspect of this role. You will be responsible for recruiting, onboarding, and nurturing Customer Experience and Success professionals, setting high standards for technical excellence and providing ongoing coaching and development.
• • Fostering a collaborative team environment where knowledge is systematically shared, drawing lessons from both successful and challenging engagements, will be key to elevating the team's collective expertise.
• • You will provide clear development pathways for your team members, actively supporting their career progression within Dash0.
• • Regular deal reviews and thorough technical win/loss analyses will be conducted, with a focus on documenting findings and implementing actionable improvements.
• • Beyond leadership, you will engage in hands-on technical guidance, personally managing complex enterprise accounts through their entire lifecycle. This includes leading POCs, supporting commercial negotiations, and ensuring successful production adoption, maintaining direct technical oversight.
• • You will step in to provide senior technical leadership in high-stakes opportunities, ensuring the customer relationship is advanced and protected.
• • Maintaining up-to-date technical proficiency in critical areas such as OpenTelemetry, Kubernetes, and observability pipeline architecture is essential, enabling you to contribute credibly in advanced technical discussions.
• • You will serve as the senior technical escalation point for the regional team, offering expert guidance on intricate architectural, commercial, or organizational challenges.
• • Operational ownership includes meticulous capacity planning for the Customer Experience and Success function in EMEA, encompassing headcount forecasting, hiring timelines, and gap analysis.
• • You will ensure the quality and currency of the team's technical assets, including demo environments, reference architectures, POC templates, and onboarding documentation.
• • Establishing and maintaining a consistent reporting framework for regional performance metrics across the entire customer lifecycle is a key operational duty.
• • You will govern the allocation of team resources across accounts, prioritizing based on strategic deal importance and customer needs.
• • Cross-functional collaboration is vital. You will partner closely with Enterprise Account Executives on account strategy and commercial positioning, acting as an equal partner throughout the entire customer engagement, even post-contract.
• • You will act as the primary technical liaison between the EMEA field teams and Dash0's global Product and Engineering departments.
• • Providing structured, evidence-based feedback to Product Management, informed by field observations from POCs, active deals, and customer interactions, will directly influence product development.
• • Collaboration with the Marketing team on technical content creation, field events, and demand-generation programs will be essential.
• • This role offers a unique opportunity to build and define the EMEA Customer Experience and Success function from the ground up during a critical growth phase for Dash0, significantly impacting its long-term structure and culture.