APAC Customer Success Leader

SolarWinds; Manila; On-site; PHP 1,200,000 - 2,000,000; Full time

Job summary

SolarWinds is seeking a seasoned Customer Success Manager to partner with customers and drive value realization across the SolarWinds product suite. In this customer-facing role, you will align business goals with technical outcomes, nurture relationships, and support renewals and growth opportunities.

You will collaborate with Sales, Product, and Support teams to deliver proactive enablement, risk mitigation, and strategic guidance, ensuring exceptional customer experience and long-term

Qualifications

• Minimum 5+ years of relevant working experience in IT in a customer-facing role (CSM, TAM, TSE, SE).
• Strong understanding of networking and security products and enterprise network infrastructure.
• Experience with web technologies (HTTP, DNS, TCP, UDP, SSL/TSL, ICMP).
• Working knowledge of SQL Server is required.
• General understanding of cloud concepts.
• CRM and/or ERP experience (Salesforce, NetSuite, Gainsight).
• Strong problem solving and customer management skills.
• SaaS experience is an asset.

Responsibilities

• Support and educate customers about SolarWinds products and use-case scenarios to retain revenue and expand adoption.
• Understand customer business, goals, and requirements to demonstrate value-delivered outcomes with SolarWinds products.
• Conduct discussions and reviews to understand environments, use cases, and challenges.
• Provide value by updating customers on strategic initiatives, industry trends, and known issues or new features.
• Offer operational support during escalations by coordinating with internal functions for resolution.
• Be the voice of customers within SolarWinds and share insights with Product Management and Engineering.
• Lead discussions with internal teams to educate customers about offerings, use cases, and ROI.
• Identify and resolve churn risk in collaboration with Sales and Renewals.

Skills

Customer service

Business outcomes

Data-driven decisions

IT technologies

Relationship management

Project management

Communication skills

Education

Bachelor degree in CS/CE

Tools

Salesforce

NetSuite

Gainsight

Job description

SolarWinds is seeking a seasoned Customer Success Manager to partner with customers and drive value realization across the SolarWinds product suite. In this customer-facing role, you will align business goals with technical outcomes, nurture relationships, and support renewals and growth opportunities.

You will collaborate with Sales, Product, and Support teams to deliver proactive enablement, risk mitigation, and strategic guidance, ensuring exceptional customer experience and long-term