Senior Strategic Customer Success Manager

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

Job summary

SolarWinds is seeking a Senior Customer Success Manager in the Philippines to manage strategic accounts, drive product adoption, and support retention and expansion. You will lead value reviews and executive engagements, collaborate with Sales, Renewals, Support, Product, and Engineering to deliver customer outcomes.

You will mentor CSMs, track health metrics, and advocate for customers while educating them on products and success programs. An evidence-based approach will be valued.

Qualifications

• 5+ years in Customer Success, Account Management, or related customer-facing roles.
• Experience managing strategic or complex SaaS/IT accounts.
• Proven ability to improve adoption, retention, or expansion.
• Strong communication, presentation, relationship-management, analytical and problem-solving skills.
• Technical acumen with software, licensing, networks, cloud, or IT environments.
• Experience with Salesforce, Gainsight, or similar CS platforms.
• Ability to manage multiple priorities and collaborate across teams.

Responsibilities

• Own relationships and success plans for strategic and complex accounts.
• Understand customer goals, challenges, environments, and outcomes.
• Lead value reviews, adoption conversations, and executive engagements.
• Identify risks to health, adoption, renewal, and escalation 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, training, and success programs.
• Maintain accurate account information in Salesforce and Gainsight.
• Track adoption, health, retention, and advocacy metrics.
• Mentor CSMs and contribute to process improvements.

Skills

Customer Success

Account Management

SaaS

Communication

Relationship Management

Analytical Thinking

Problem Solving

Cross-Functional Collaboration

Tools

Salesforce

Gainsight

Job description

SolarWinds is seeking a Senior Customer Success Manager in the Philippines to manage strategic accounts, drive product adoption, and support retention and expansion. You will lead value reviews and executive engagements, collaborate with Sales, Renewals, Support, Product, and Engineering to deliver customer outcomes.

You will mentor CSMs, track health metrics, and advocate for customers while educating them on products and success programs. An evidence-based approach will be valued.