Senior Strategic CSM — SaaS Growth & Adoption

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

Job summary

SolarWinds in Manila, Philippines is seeking a Senior Customer Success Manager to drive value for strategic customers, accelerate product adoption, and support retention and expansion. You will own health and success plans, coordinate with Sales, Renewals, Support, Product, and Engineering to deliver outcomes.

The role requires 5+ years in customer success or related fields, strong communication and technical acumen, and proven ability to manage complex accounts.

Qualifications

• 5+ years in Customer Success, Account Management, or related role.
• Experience managing strategic or complex SaaS accounts.
• Proven ability to improve adoption, retention, or expansion.
• Strong communication, presentation, and relationship-management skills.
• Strong technical acumen with software, licensing, networks, or cloud.
• Experience with Salesforce, Gainsight, or similar platforms.
• Ability to manage multiple priorities and collaborate across teams.

Responsibilities

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

Skills

Relationship management

Communication

Analytical skills

Presentation skills

Problem-solving

Cross-functional collaboration

Multi-tasking

Tools

Salesforce

Gainsight

Job description

SolarWinds in Manila, Philippines is seeking a Senior Customer Success Manager to drive value for strategic customers, accelerate product adoption, and support retention and expansion. You will own health and success plans, coordinate with Sales, Renewals, Support, Product, and Engineering to deliver outcomes.

The role requires 5+ years in customer success or related fields, strong communication and technical acumen, and proven ability to manage complex accounts.