Senior Customer Success Leader — Strategic Accounts

Solarwinds Software Asia Pte. Ltd. Philippine Branch

Manila

On-site

PHP 900,000 - 1,600,000

Full time

14 days+

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Job summary

SolarWinds is seeking a Senior Customer Success Manager to manage strategic accounts, drive product adoption and value realization, and support retention, expansion, and advocacy. You will lead health reviews, adoption conversations, business reviews, and executive engagements, while collaborating with Sales, Renewals, Support, Product, and Engineering.

You will help identify risks, plan mitigation, and mentor junior CSMs.

Qualifications

5+ years of experience in Customer Success, Account Management, Technical Account Management, or related role.
Experience managing strategic or complex SaaS, software, IT infrastructure, or tech accounts.
Strong communication, presentation, relationship-management, analytical and problem-solving skills.

Responsibilities

Own relationships and success plans for strategic and complex accounts.
Understand customer goals, challenges, environments, and desired outcomes.
Lead value reviews, adoption conversations, business reviews, and executive engagements.
Identify health, adoption, renewal and escalation risks and create action plans.
Partner with Sales, Renewals, Support, Product and Engineering to deliver outcomes.
Represent the voice of the customer and share actionable feedback.
Educate customers on products, best practices, training, and success programs.
Maintain accurate account information in Salesforce and Gainsight.
Track adoption, health, satisfaction, retention and advocacy metrics.
Mentor CSMs and contribute to process improvements.