Customer Success Manager (APAC)

SolarWinds; Taguig; On-site; PHP 600,000 - 1,200,000; Full time

Job summary

SolarWinds is seeking a seasoned Customer Success professional in Manila to empower customers, ensure value realization, and drive product adoption. You’ll collaborate with Sales, Renewals, and Product teams to align solutions with customer goals and ROI.

The role emphasizes proactive customer engagement, complex problem solving, and mentoring the Customer Success team while advancing Net Revenue Retention in a fast-paced SaaS environment.

Qualifications

• Minimum 5+ years of relevant IT industry experience in a customer-facing role (e.g., Customer Success Manager, Technical Account Manager, etc.).
• Strong understanding of networking and security products and enterprise network infrastructure.
• Experience with web technologies (HTTP, DNS, TCP, UDP, SSL/TLS, ICMP) and SQL Server.
• CRM/ERP experience (Salesforce, NetSuite, Gainsight) is beneficial.

Responsibilities

• Support and educate customers about SolarWinds products and drive revenue retention and expansion opportunities.
• Understand customers' business goals to demonstrate value-delivered outcomes with SolarWinds products through value-based interactions and cross-department collaboration.
• Lead discussions to understand environments, use cases, and potential challenges with customers.
• Proactively share industry trends, known issues, and new features to preserve customer trust and product adoption.
• Provide operational support during escalations by coordinating with internal teams to ensure satisfactory resolutions.
• Be the voice of customers within SolarWinds, feeding insights to Product Management and Engineering.
• Mentor and support the Customer Success team to improve processes and outcomes.
• Identify churn risks and opportunities for expansion with Sales and Renewals teams.

Skills

Strong communication

Presentation skills

Customer management

Networking knowledge

Security concepts

SQL Server

Cloud concepts

CRM tools

SaaS experience

Education

Bachelor's degree

Tools

Salesforce

Gainsight

NetSuite

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 ideal candidate should have the following skills:

• Strong customer service skills and the ability to manage customers during escalations.
• Ability to identify and drive business outcomes based on the customer’s use case and business priorities.
• Demonstrated ability to make data-driven decisions to drive product and service performance.
• A good understanding of IT technologies, including database, networking, and security.
• 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 empathizing with 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:

• Good verbal communication and presentation skills
• Ability to adapt the conversation to your audience
• Minimum 5+ years of relevant working experience in the IT Industry in a customer facing role i.e. Customer Success Manager, Technical Account Manager, Technical Support Engineer, Sales Engineer
• 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 etc.)
• Strong problem solving and customer management skills
• SaaS experience is an asset

Preferred Experience:

• Any advanced level knowledge in the technologies listed as basic understanding, including certifications is an advantage
• Bachelor's degree in computer science, Computer Engineering or equivalent advanced industry certifications are an advantage
• SolarWinds experience is an advantage
• Industry recognized CSM certifications, project management certifications are an advantage
• Hands-on experience with network troubleshooting like Wireshark, Fiddler, etc. is an advantage
• Experience in information security or information infrastructure industry is an advantage
• Understanding of databases (Microsoft SQL, PostgreSQL, MySQL, MongoDB, etc) is an advantage
• Understanding of various routing and switching architectures (Cisco, Juniper, etc) is an advantage
• Hands on cloud experience, cloud certifications are an advantage

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