Strategic Accounts Senior Customer Success Manager

Solarwinds; Metro Manila; On-site; PHP 1,800,000 - 2,600,000; Full time

Job summary

SolarWinds in the Philippines is seeking a Senior Customer Success Manager to lead strategic accounts, drive product adoption, and maximize value realization. You will collaborate with Sales, Renewals, Support, Product, and Engineering to achieve retention and growth outcomes.

The ideal candidate has 5+ years in customer-facing roles within SaaS or IT, strong communication skills, and a proven ability to improve adoption, health metrics, and executive stakeholder advocacy.

Qualifications

• 5+ years in Customer Success or related role.
• Experience managing strategic or complex SaaS accounts.
• Proven ability to improve adoption, retention, or expansion.
• Strong communication and relationship-management skills.
• Technical acumen with familiarity with software environments.
• Experience with Salesforce or Gainsight.

Responsibilities

• Own relationships and success plans for strategic and complex 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 and 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

Account management

Customer success

SaaS

Salesforce

Gainsight

Communication

Cross-functional collaboration

Tools

Salesforce

Gainsight

Job description

SolarWinds in the Philippines is seeking a Senior Customer Success Manager to lead strategic accounts, drive product adoption, and maximize value realization. You will collaborate with Sales, Renewals, Support, Product, and Engineering to achieve retention and growth outcomes.

The ideal candidate has 5+ years in customer-facing roles within SaaS or IT, strong communication skills, and a proven ability to improve adoption, health metrics, and executive stakeholder advocacy.