Customer Success Manager: SaaS Growth & Retention

Solarwinds Software Asia Pte. Ltd. Philippine Branch; Manila; On-site; PHP 900,000 - 1,500,000; Full time

Job summary

SolarWinds is seeking a Customer Success Manager to become a trusted adviser for key customers, driving adoption of our software to achieve retention, renewal, and upsell goals while ensuring a best-in-class experience.

The role focuses on managing escalations, aligning customers with strategic outcomes, and collaborating with Sales, Renewals, and Product teams to prevent churn and expand product usage.

Qualifications

• Excellent communication and presentation skills.
• Demonstrated experience managing mid‑market or enterprise customers.
• Ability to adapt communication to different audiences.
• Minimum of 5 years of relevant experience in IT in a customer-facing role.
• Strong understanding of networking and security products and enterprise network infrastructure.
• Experience with CRM and ERP platforms such as Salesforce, NetSuite, Gainsight.
• SaaS experience is an asset.

Responsibilities

• 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

Skills

Customer service

Business outcomes

Data-driven decisions

IT knowledge

Stakeholder management

Project management

Risk management

Critical thinking

Communication

Presentation skills

Education

Bachelor's degree in CS/CE or related field

Tools

Salesforce

GainSight

NetSuite

Wireshark

Fiddler

Job description

SolarWinds is seeking a Customer Success Manager to become a trusted adviser for key customers, driving adoption of our software to achieve retention, renewal, and upsell goals while ensuring a best-in-class experience.

The role focuses on managing escalations, aligning customers with strategic outcomes, and collaborating with Sales, Renewals, and Product teams to prevent churn and expand product usage.