Strategic CSM: Midmarket SaaS Growth & Retention

SolarWinds; Manila; On-site; PHP 900,000 - 1,500,000; Full time

Job summary

SolarWinds in the Philippines is seeking a Customer Success Manager to safeguard and grow strategic accounts by driving adoption of SolarWinds products and ensuring renewals and upsell momentum with an exceptional customer experience.

You’ll partner with customers to understand their goals, deliver value, and collaborate with Sales, Renewals, and Engineering to anticipate needs and reduce churn. The role requires a 5+ year IT customer-facing background and strong networking/security knowledge.

Qualifications

• Minimum 5+ years of relevant working experience in the IT Industry in a customer facing role.
• Strong understanding of networking and security products and enterprise network infrastructure.
• Experience with web technologies (HTTP, DNS, TCP, UDP, SSL/TSL, ICMP) and SQL Server.
• CRM and/or ERP experience (Salesforce, NetSuite, Gainsight).
• SaaS experience is an asset.

Responsibilities

• Support and educate customers about SolarWinds products and other use-case scenarios. Ensure revenue retention and identify opportunities to expand product adoption.
• Understand customer’s business, strategic goals, and requirements to demonstrate value-delivered outcomes with SolarWinds products through regular value-based interactions, project planning, and internal collaboration with various departments.
• Conduct discussions and reviews with customers, developing in-depth understanding of their environments, use cases, and potential challenges.
• Proactively provide value for customers, by keeping them updated on strategic initiatives, relevant industry trends, and other important developments such as known issues, new features, or security fixes.
• Provide operational support to customers during escalations by working together with other internal functions and helping to ensure a satisfactory resolution.
• Lead discussions with internal departments to educate customers about SolarWinds product offering, use cases, and ROI and help define and scope future engagements.
• Contribute to overall company net retention by working with Sales and Renewals to identify and resolve churn scenarios and expand opportunities.
• Mentor and support our Customer Success team.

Skills

Customer relationship

Data-driven decisions

IT knowledge

Project management

Communication skills

Presentation skills

Stakeholder management

Problem solving

Education

Bachelor degree in Computer Science/Engineering

Tools

Salesforce

NetSuite

Gainsight

Job description

SolarWinds in the Philippines is seeking a Customer Success Manager to safeguard and grow strategic accounts by driving adoption of SolarWinds products and ensuring renewals and upsell momentum with an exceptional customer experience.

You’ll partner with customers to understand their goals, deliver value, and collaborate with Sales, Renewals, and Engineering to anticipate needs and reduce churn. The role requires a 5+ year IT customer-facing background and strong networking/security knowledge.