Strategic Customer Success Manager for IT & Security

SolarWinds; Taguig; On-site; PHP 600,000 - 1,200,000; Full time

Job summary

SolarWinds is seeking a seasoned Customer Success professional in Manila to empower customers, ensure value realization, and drive product adoption. You’ll collaborate with Sales, Renewals, and Product teams to align solutions with customer goals and ROI.

The role emphasizes proactive customer engagement, complex problem solving, and mentoring the Customer Success team while advancing Net Revenue Retention in a fast-paced SaaS environment.

Qualifications

• Minimum 5+ years of relevant IT industry experience in a customer-facing role (e.g., Customer Success Manager, Technical Account Manager, etc.).
• Strong understanding of networking and security products and enterprise network infrastructure.
• Experience with web technologies (HTTP, DNS, TCP, UDP, SSL/TLS, ICMP) and SQL Server.
• CRM/ERP experience (Salesforce, NetSuite, Gainsight) is beneficial.

Responsibilities

• Support and educate customers about SolarWinds products and drive revenue retention and expansion opportunities.
• Understand customers' business goals to demonstrate value-delivered outcomes with SolarWinds products through value-based interactions and cross-department collaboration.
• Lead discussions to understand environments, use cases, and potential challenges with customers.
• Proactively share industry trends, known issues, and new features to preserve customer trust and product adoption.
• Provide operational support during escalations by coordinating with internal teams to ensure satisfactory resolutions.
• Be the voice of customers within SolarWinds, feeding insights to Product Management and Engineering.
• Mentor and support the Customer Success team to improve processes and outcomes.
• Identify churn risks and opportunities for expansion with Sales and Renewals teams.

Skills

Strong communication

Presentation skills

Customer management

Networking knowledge

Security concepts

SQL Server

Cloud concepts

CRM tools

SaaS experience

Education

Bachelor's degree

Tools

Salesforce

Gainsight

NetSuite

Job description

SolarWinds is seeking a seasoned Customer Success professional in Manila to empower customers, ensure value realization, and drive product adoption. You’ll collaborate with Sales, Renewals, and Product teams to align solutions with customer goals and ROI.

The role emphasizes proactive customer engagement, complex problem solving, and mentoring the Customer Success team while advancing Net Revenue Retention in a fast-paced SaaS environment.