Senior Strategic Customer Success Leader

SolarWinds; Manila; On-site; PHP 1,200,000 - 1,800,000; Full time

Job summary

SolarWinds is seeking a Senior Customer Success Manager to lead strategic accounts, drive product adoption, and realize value for customers. You will own relationships, develop success plans, and coordinate with sales, renewals, support, product, and engineering to deliver outcomes.

The role emphasizes risk identification, executive engagement, and advocacy, with a focus on retention, expansion, and customer health metrics.

Qualifications

• 5+ years in Customer Success or related role.
• Experience with SaaS, software, IT infrastructure, or technology.
• Proven ability to improve adoption, retention, or expansion.
• Strong communication, presentation, relationship-management, analytical, and problem-solving skills.
• Technical acumen with software, licensing, networks, or cloud.

Responsibilities

• Own relationships and success plans for strategic 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 - then create action plans.
• Partner with Sales, Renewals, Support, Product, and Engineering to deliver customer outcomes.
• Represent the voice of the customer and share actionable feedback internally.
• Educate customers on products, best practices, training, and success programs.
• Maintain accurate account information, activities, risks, and plans in Salesforce and Gainsight.
• Track adoption, health, satisfaction, retention, and advocacy metrics.
• Mentor CSMs and contribute to process improvements and best practices.

Skills

Communication skills

Presentation skills

Relationship management

Analytical thinking

Problem-solving

Cross-functional collaboration

Multi-tasking

Customer focus

Tools

Salesforce

Gainsight

CRM tools

Job description

SolarWinds is seeking a Senior Customer Success Manager to lead strategic accounts, drive product adoption, and realize value for customers. You will own relationships, develop success plans, and coordinate with sales, renewals, support, product, and engineering to deliver outcomes.

The role emphasizes risk identification, executive engagement, and advocacy, with a focus on retention, expansion, and customer health metrics.