Strategic Customer Success Lead (Tech Touch)

SolarWinds; Manila; On-site; PHP 500,000 - 800,000; Full time

Job summary

SolarWinds Philippines is seeking a customer success specialist to actively manage accounts in a Tech Touch model, driving retention, product adoption, and customer advocacy.

You will be the primary relationship holder during deployment, maintain regular contact with accounts, and deliver value conversations about SolarWinds offerings, industry trends, and success programs.

This role requires collaboration across teams and a proactive approach to turning at‑risk customers into long-term partners.

Qualifications

• Experience in account management or customer success roles.
• Experience with Tech Touch programs.
• Familiar with CRM/ERP systems like Salesforce or NetSuite.
• Strong communication and problem-solving skills.

Responsibilities

• Actively manage customer accounts in Tech Touch to demonstrate value.
• Be primary relationship holder during deployment.
• Maintain regular contact with accounts via Tech Touch with some personal touch.
• Deliver value conversations about products, trends, updates and reviews.
• Impact retention, product adoption and customer advocacy.
• Identify opportunities for process improvements.
• Record customer data and activities in CRM.
• Identify at-risk customers and support success programs.
• Anticipate issues and create action plans.
• Follow up on CSAT/DSAT surveys and extract trends.
• Be the voice of the customer internally and provide feedback.

Skills

Strong communication

Customer advocacy

Goal oriented

KPI driven

Problem solving

Tools

Gainsight

Totango

Salesforce

NetSuite

Job description

SolarWinds Philippines is seeking a customer success specialist to actively manage accounts in a Tech Touch model, driving retention, product adoption, and customer advocacy.

You will be the primary relationship holder during deployment, maintain regular contact with accounts, and deliver value conversations about SolarWinds offerings, industry trends, and success programs.

This role requires collaboration across teams and a proactive approach to turning at‑risk customers into long-term partners.