Lead Business Operations Analyst

We are seeking a Lead Operations Analyst to drive cross-functional initiatives and scale operational excellence for our Customer Success (CS) organization. This role will be responsible for leading operational programs related to customer consumption, risk and escalation management, account management planning, and identifying improvements across policy and processes. The ideal candidate will have a strong background in customer success operations and a proven ability to analyze data and implement scalable solutions.

Key Responsibilities

• Lead and partner on operational programs that span pre- and post-sales functions, aligning Customer Success, Operations, GTM, and Sales
• Support and scale programs that help Customer Success track, forecast, and accelerate product consumption, adoption, and value realization
• Lead operational program on global coverage models and capacity planning for the Customer Success organization
• Leverage advanced analytics to identify operational bottlenecks, model business scenarios, and measure program effectiveness; present insights and recommendations to senior leadership
• Facilitate meetings and workshops (kickoffs, retrospectives, discovery, requirements, and design sessions) to drive clarity and alignment
• Define, document, and maintain operating procedures and standards; deliver enablement so teams adopt new processes and systems effectively
• Partner with Systems teams to optimize and automate manual effort across Customer Success tooling and systems

This position is able to sit remotely. Candidates who live within a 45 mile radius of Boston, MA, Detroit, MI, Denver, CO, or Mountain View, CA will be required to work hybrid (2 day per week) out of our Dynatrace office.

Qualifications

• Bachelor’s degree in Business, Operations, Analytics, or a related field.
• 6+ years of experience in customer success operations, business operations, or a related discipline within the SaaS or technology sector.

Preferred Qualifications

• Experience using data and metrics to drive prioritization and measurable improvements
• Ability to translate high-level business strategies into operational plans and programs
• Proven ability to work cross-functionally with technical and non-technical teams
• Strong stakeholder management, with experience presenting to senior leadership
• Demonstrated ability to lead through influence and drive alignment across teams
• Experience in process design, program/project management, and meeting facilitation
• Proficiency with Customer Success technology stacks and CRM platforms

• A one-product software company creating real value for the largest enterprises and millions of end customers globally, striving for a world where software works perfectly.
• Working with the latest technologies and at the forefront of innovation in tech on scale; but also, in other areas like marketing, design, or research.
• A team that thinks outside the box, welcomes unconventional ideas, and pushes boundaries.
• An environment that fosters innovation, enables creative collaboration, and allows you to grow.
• A globally unique and tailor-made career development program recognizing your potential, promoting your strengths, and supporting you in achieving your career goals.
• A truly international mindset with Dynatracers from different countries & cultures all over the world, and English as the corporate language that connects us all
• A culture that is being shaped by the diverse personalities, expertise, and backgrounds of our global team.

DOE, salary $140K - $150K, plus Health, Dental, Life, STD, LTD, 401K, PTO. Total compensation may vary depending on candidate experience/education and location.

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.