Senior Strategic Customer Success Manager

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

Job summary

SolarWinds is seeking a Customer Success Manager to partner with key customers, drive product adoption, and ensure renewals and upsell opportunities. The role emphasizes understanding customer business goals, delivering measurable value, and collaborating with multiple internal teams.

The ideal candidate has 5+ years in IT customer-facing roles, strong networking/security knowledge, and experience with CRM/ERP systems. A background in SaaS and cloud concepts is preferred.

Qualifications

• Minimum 5+ years of relevant working experience in the IT Industry in a customer facing role such as Customer Success Manager, Technical Account Manager, Technical Support Engineer, Sales Engineer.
• Strong understanding of networking and security products and enterprise network infrastructure.
• Experience with CRM/ERP platforms (Salesforce, NetSuite, Gainsight).
• Excellent problem solving and customer management skills; SaaS experience is a plus.

Responsibilities

• Support and educate customers about SolarWinds products and drive revenue retention; identify opportunities to expand product adoption.
• Understand customers' business goals and demonstrate value-delivered outcomes with SolarWinds products through value-based interactions and collaboration with internal teams.
• Lead discussions with customers to understand environments, use cases, and potential challenges.
• Provide value by updating customers on strategic initiatives, industry trends, known issues, new features, or security fixes.
• Assist during escalations by coordinating with internal teams to ensure satisfactory resolutions.
• Act as the voice of the customer within SolarWinds and coordinate with Product Management and Engineering teams.
• Educate customers about product offerings, use cases, and ROI; assist in scoping future engagements.
• Contribute to net retention by working with Sales and Renewals to address churn risk and identify expansion opportunities.
• Mentor and support the Customer Success team.

Skills

Customer success

Escalation handling

Business outcome focus

Data-driven decisions

IT basics

Networking & security

Stakeholder management

Project management

Communication

Presentation skills

SaaS experience

CRM experience

Cloud concepts

Education

Bachelor Degree in Computer Science or Computer Engineering or equivalent

Advanced industry certifications (advantage)

Tools

SQL Server

Salesforce

NetSuite

Gainsight

Job description

SolarWinds is seeking a Customer Success Manager to partner with key customers, drive product adoption, and ensure renewals and upsell opportunities. The role emphasizes understanding customer business goals, delivering measurable value, and collaborating with multiple internal teams.

The ideal candidate has 5+ years in IT customer-facing roles, strong networking/security knowledge, and experience with CRM/ERP systems. A background in SaaS and cloud concepts is preferred.