WHAT WILL HELP YOU SUCCEED

Minimum Requirments:

• Bachelor’s degree in Marketing, Communications, Business, or a related field.
• 5+ years of experience in customer communication, customer success, or marketing, preferably within a SaaS or tech company.

Preferred Skills:

• Strong understanding of customer segmentation, lifecycle communication, and retention strategies.
• Excellent verbal and written communication skills, with a knack for crafting compelling and concise messages.
• Analytical mindset with the ability to interpret data and derive actionable insights.
• Exceptional organizational skills and the ability to manage multiple projects simultaneously.
• Experience in product related and incident management communications
• Familiarity with communication platforms and tools, ensuring effective utilization for customer outreach and engagement.

If you are passionate about enhancing customer experiences through strategic communication and have a background in the SaaS industry, we invite you to apply for this exciting opportunity.

We are seeking a seasoned Customer Communications Manager with experience in the SaaS industry. This role is pivotal in owning and executing customer communications related to product updates, end-of-life (EOL) support, and break-fix scenarios. The ideal candidate will have a strong background in crafting clear, concise, and customer-centric messages that enhance the customer experience and drive product adoption.
Key Responsibilities:
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- Develop and implement a comprehensive customer communication strategy that aligns with company goals and enhances client satisfaction and engagement.
- Establish internal processes and best practices as the foundation for customer communications.
- Partner with R&D, Product Management, Sales, and Dynatrace ONE (post-sales) to ensure internal awareness on customer facing communications.
- Partner with Business Systems and key stakeholders to drive influence and drive solutioning and tool
- Partner with R&D and Dynatrace ONE key stakeholders to inform customers about breaking changes and other related communications.
- Ensure messaging is clear, relevant, and accessible to different customer segments.
- Draft, review, and edit customer-facing communications, including emails, in collaboration with various Business and Product leads ensuring alignment with brand tone and style.
- Regularly gather feedback from customers and internal stakeholders to refine communication strategies and ensure relevance and clarity.
- Collaborate closely with cross-functional teams, including Product, Marketing, Customer Success, Engineering, and Legal, to ensure messaging is accurate, consistent, and aligned with company goals.
- Track and analyze communication performance metrics (open rates, click-through rates, engagement, etc.), and present actionable insights to the leadership team and key stakeholders.
- Measure and report on effectiveness KPIs for impact analysis working with our Business Intelligence team.