Senior Customer Success Manager - IT & Security

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

Job summary

SolarWinds is seeking a seasoned Customer Success Manager to serve as a trusted adviser to our key customers in the Philippines. You will drive adoption, renewal, and upsell goals while delivering a best-in-class customer experience across SaaS solutions.

You will understand customers’ business objectives, coordinate with internal teams, and lead value-based discussions to reduce churn and expand product usage. Strong communication and strategic thinking are essential.

Qualifications

• Minimum 5+ years in IT industry in customer-facing roles (CSM, TAM, SRE, Sales Engineer)
• Experience with SaaS products and customer adoption strategies
• Strong understanding of networking and security concepts

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 empathippmzing 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

Skills

Customer service

Outcome-driven

Data-driven decisions

IT networking security

Stakeholder relationships

Project management

Communication skills

Education

Bachelor's in CS/CE

Advanced industry certs (adv.)

Tools

Salesforce

NetSuite

Gainsight

CRM tools

Job description

SolarWinds is seeking a seasoned Customer Success Manager to serve as a trusted adviser to our key customers in the Philippines. You will drive adoption, renewal, and upsell goals while delivering a best-in-class customer experience across SaaS solutions.

You will understand customers’ business objectives, coordinate with internal teams, and lead value-based discussions to reduce churn and expand product usage. Strong communication and strategic thinking are essential.