Regional Manager, Customer Experience and Success

Role

Regional Manager, Customer Experience and Success
Location
EMEA - Remote
Employment Type
Full time
Location Type
Remote
Department
Customer Success

Overview

Application
About Dash0
Join Dash0 and help us define the future of observability. We are OpenTelemetry-native, building a delightful, simple, and AI-centric platform that eliminates vendor lock-in and meaningless toil. Shape a product that developers love—all with transparent pricing and cost-control built in.

Dash0 is built for modern engineering organisations. The platform is designed around open standards, transparent pricing, and full customer control over observability data and costs. With the elimination of vendor lock-in as a core design principle, Dash0 enables engineering teams to instrument, collect, and analyse telemetry without dependency on proprietary pipelines. Dash0 is growing rapidly, with the EMEA region as a primary strategic market.

The role

The Customer Experience and Success function is integral to Dash0's commercial success. Customer Experience and Success professionals serve as trusted technical advisors, engaging with customers at the architectural level to assess requirements, validate technical fit, and guide implementation decisions throughout the customer relationship.

As Regional Manager, Customer Experience and Success, you will hold ownership of the technical customer function across the EMEA region. At Dash0, Customer Experience and Success encompasses the full customer lifecycle — from initial technical engagement through proof of concept, commercial close, onboarding, and long-term adoption. There is no handover between teams; the Customer Experience and Success organisation maintains continuity of technical ownership across all stages of the customer relationship.

This is a senior leadership position combining regional strategy, organisational development, and direct customer engagement. The Regional Manager serves as the principal technical interface between the EMEA field organisation and Dash0's global Product and Engineering teams.

Key responsibilities

• Regional strategy and market coverage
• Define and execute the Customer Experience and Success coverage model for the EMEA region, in alignment with global Sales and go-to-market objectives.
• Assess and address team capacity requirements across segments, account tiers, and customer engagement motions, prioritising resource allocation accordingly.
• Monitor and analyse performance metrics across the full customer lifecycle, including technical win rates, proof-of-concept conversion, onboarding velocity, adoption depth, and retention, and adjust team deployment based on findings.
• Maintain a thorough understanding of the competitive landscape — including Datadog, New Relic, Dynatrace, and Honeycomb — and ensure the team is positioned to address technical differentiation effectively.

Team leadership and development

• Recruit, onboard, and develop Customer Experience and Success professionals within the region, establishing clear standards for technical excellence and providing structured coaching to those standards.
• Foster a team environment in which knowledge is shared systematically, drawing on insights from both successful and unsuccessful engagements.
• Provide team members with transparent development pathways and actively support progression within the organisation.
• Conduct regular deal reviews and technical win/loss analyses, ensuring findings are documented and acted upon.

Hands-on technical leadership

• Personally manage complex enterprise accounts through the full engagement cycle — proof of concept, commercial close, and into production adoption — maintaining direct technical ownership rather than delegating to the broader team.
• Engage directly in high-stakes opportunities where senior technical presence is required to advance or protect the customer relationship.
• Maintain current technical proficiency in OpenTelemetry, Kubernetes, and observability pipeline architecture, ensuring the ability to contribute credibly in advanced technical discussions.
• Serve as the senior technical escalation point for the regional team, providing guidance on complex architectural, commercial, or organisational challenges.

Operational and resource ownership

• Own capacity planning for the Customer Experience and Success function in the region, including headcount forecasting, hiring timelines, and coverage gap analysis.
• Maintain the quality and currency of the team's shared technical assets, including demonstration environments, reference architectures, proof-of-concept templates, and onboarding documentation.
• Establish and maintain a consistent reporting framework for regional performance metrics across the full customer lifecycle.
• Govern the allocation of team resources across accounts in a manner that reflects strategic deal priority and customer need.

Cross-functional collaboration

• Partner with Enterprise Account Executives on account strategy and commercial positioning, ensuring Customer Experience and Success contributes as an equal function throughout the customer engagement — including after contract execution.
• Act as the primary technical liaison between the EMEA field organisation and Dash0's global Product and Engineering teams.
• Provide structured, evidence-based feedback to Product Management, drawing on field observations from proofs of concept, active deals, and post-onboarding customer interactions.
• Collaborate with Marketing on technical content development, field events, and demand-generation programmes requiring team participation.

Candidate profile

Minimum five years of experience in a Solutions Architecture, Sales Engineering, or Customer Success capacity, including at least two years in a leadership or management role overseeing a technical customer-facing team.

Demonstrated depth in observability, distributed systems, or cloud-native infrastructure, with specific proficiency in Kubernetes and OpenTelemetry.

Proven record of success in complex enterprise environments.