Customer Success Manager

Solarwinds Software Asia Pte. Ltd. Philippine Branch; Manila; On-site; PHP 1,200,000 - 2,300,000; Full time

Job summary

SolarWinds is hiring a Customer Success Manager to steward key customer relationships and drive adoption of SolarWinds products, ensuring retention and opportunities for expansion. The role emphasizes proactive value delivery, cross-functional collaboration, and strong communication across mid-market and enterprise accounts.

The ideal candidate will have at least 5 years in IT customer-facing roles, a solid understanding of networking and security, experience with CRM/ERP platforms, and a proven

Qualifications

• 5+ years of relevant experience in IT in a customer-facing role (e.g., Customer Success Manager, Technical Account Manager, etc).
• Experience managing mid-market or enterprise customers.
• Strong understanding of networking and security products and enterprise network infrastructure.
• Experience with CRM/ERP platforms such as Salesforce, NetSuite, or Gainsight.
• Excellent communication and presentation skills.

Responsibilities

• Support and educate customers about SolarWinds products and drive adoption to ensure revenue retention and growth.
• Understand customers’ business goals and requirements to demonstrate value-delivered outcomes.
• Conduct discussions to understand environments, use cases, and challenges.
• Provide timely value updates on initiatives, trends, issues, features, and security fixes.
• Assist during escalations by coordinating with internal teams to resolve issues.
• Be the voice of customers within SolarWinds and collaborate with Product Management and Engineering.
• Lead discussions with internal teams to educate customers on product offerings and ROI.
• Help reduce churn and identify expansion opportunities in collaboration with Sales and Renewals.
• Mentor and support the Customer Success team.

Skills

Customer success management

Risk management

Data-driven decisions

IT observability

Relationship building

Project management

Communication

Tools

Salesforce

NetSuite

Gainsight

Job description

At SolarWinds, we’re a people-first company. Our purpose is to enrich the lives of the people we serve—including our employees, customers, shareholders, partners, and communities. Join us in our mission to help customers accelerate business transformation with simple, powerful, and secure solutions.

The ideal candidate thrives in an innovative, fast-paced environment and is collaborative, accountable, ready, and empathetic. We’re looking for individuals who believe they can accomplish more as a team and create lasting growth for themselves and others. We hire based on attitude, competency, and commitment. Solarians are ready to advance our world-class solutions in a fast-paced environment and accept the challenge to lead with purpose. If you’re looking to build your career with an exceptional team, you’ve come to the right place. Join SolarWinds and grow with us!

The Customer Success Manager (CSM) will be a trusted adviser to our key customers. This person will be responsible for developing and maintaining customer relationships by effectively driving adoption of our software to achieve customer retention, renewal, and upsell goals, while ensuring a best-in‑class customer experience. This is an Individual Contributor role.

The ideal candidate should have the following skills:

• Has an intimate understanding of Customer Success Management, including risk and escalation management.
• Ability to identify and drive business outcomes based on the customer’s use case and business priorities. This includes extensive proactive and value-driven engagements.
• Demonstrated ability to make data-driven decisions to drive product and service performance.
• Good understanding of IT observability monitoring, including database, network management, IT infrastructure, Systems, and applications.
• Experience and expertise in customer retention, including familiarity with recurring revenue.
• Ability to build and sustain relationships with key customer stakeholders.
• Project management, risk management, critical thinking, and problem-solving skills.
• Strong communication and presentation skills

Your Impact:

• Support and educate customers about SolarWinds products and other use‑case scenarios. Ensure revenue retention and identify opportunities to expand product adoption.
• Understand customer’s business, strategic goals, and requirements to demonstrate value-delivered outcomes with SolarWinds products through regular value‑based interactions, project planning, and internal collaboration with various departments
• Conduct discussions and reviews with customers, developing in‑depth understanding of their environments, use cases, and potential challenges
• Proactively provide value for customers by keeping them updated on strategic initiatives, relevant industry trends, and other important developments such as known issues, new features, or security fixes
• Provide operational support to customers during escalations by working together with other internal functions and helping to ensure a satisfactory resolution
• Become the voice of our customers within SolarWinds with a deep understanding and empathy for the customer experience and representing and sharing their opinion with the department and SolarWinds Product Management and Engineering teams.
• Lead discussions with internal departments to help educate customers about SolarWinds product offering, use cases, and ROI and help define and scope future engagements.
• Contribute to overall company net retention by working with the internal Sales and Renewals organizations to proactively identify and resolve potential customer churn scenarios and identify business expansion opportunities
• Mentor and support our Customer Success team

Your Experience:

• Excellent communication and presentation skills.
• Demonstrated experience managing mid‑market or enterprise customers.
• Ability to adapt communication and conversations to different audiences.
• Minimum of 5 years of relevant experience in the IT industry in a customer‑facing role, such as Customer Success Manager, Technical Account Manager, Technical Support Engineer, or Sales Engineer.
• Strong understanding of networking and security products, as well as enterprise network infrastructure.
• General understanding of cloud concepts.
• Experience with CRM and/or ERP platforms, such as Salesforce, NetSuite, or Gainsight.
• Strong problem‑solving and customer management skills.
• SaaS experience is an asset.

SolarWinds is an Equal Employment Opportunity Employer. SolarWinds will consider all qualified applicants for employment without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity, marital status, disability, veteran status or any other characteristic protected by law.

All applications are treated in accordance with the SolarWinds Privacy Notice: https://www.solarwinds.com/applicant-privacy-notice