Customer Success Manager — IT & Security SaaS

SolarWinds; Manila; On-site; PHP 900,000 - 1,300,000; Full time

Job summary

SolarWinds is seeking a Customer Success Manager to act as a trusted advisor for key customers in a fast-paced SaaS environment. You will drive adoption, retention, and expansion by aligning SolarWinds solutions with customers' strategic goals.

The role requires strong communication, data-driven decision making, and expertise in networking and security products, with a proven ability to manage escalations and build long-term relationships.

Qualifications

• 5+ years in IT customer-facing roles such as Customer Success Manager, Technical Account Manager, or Sales Engineer.
• Strong understanding of networking and security products and enterprise infrastructure.
• Experience with CRM/ERP platforms (Salesforce, NetSuite, Gainsight) and data-driven engagement.

Responsibilities

• Serve as a trusted advisor to key customers, driving adoption and renewals.
• Identify expansion opportunities and ensure revenue retention through value-based interactions.
• Collaborate with internal teams to address customer needs and ensure effective escalation handling.
• Educate customers on SolarWinds products, use cases, and ROI across accounts.
• Mentor and support the Customer Success team to improve outcomes.

Skills

Customer service

Escalations management

Data-driven decisions

IT technologies

Networking

Security

Relationship building

Project management

Critical thinking

Communication

Presentation skills

Education

Bachelor's degree in CS/CE or related field

Industry certifications (advantage)

Tools

Salesforce

NetSuite

Gainsight

Job description

SolarWinds is seeking a Customer Success Manager to act as a trusted advisor for key customers in a fast-paced SaaS environment. You will drive adoption, retention, and expansion by aligning SolarWinds solutions with customers' strategic goals.

The role requires strong communication, data-driven decision making, and expertise in networking and security products, with a proven ability to manage escalations and build long-term relationships.