SLED Customer Success Manager (Observability)

SolarWinds; Charlotte (NC); On-site; USD 90,000 - 135,000; Full time

Job summary

SolarWinds is seeking a Customer Success Manager to support state, local, and education accounts. You will manage a book of business, build trusted relationships, drive adoption of Observability platforms, and help customers achieve measurable value from their investments.

The ideal candidate combines strong relationship and communication skills with technical curiosity. You do not need to know every product detail on day one, but you should learn how technology supports the business and have

Qualifications

• Strong relationship-building and trust cultivation with customers.
• Excellent verbal and written communication skills.
• Ability to listen, understand needs, and translate into solutions.
• Organized with strong follow-through and detail orientation.
• Customer-first mindset and willingness to help customers succeed.
• Confidence leading customer meetings toward clear outcomes.
• Ability to manage multiple priorities across a book of business.

Responsibilities

• Own and manage a portfolio of SLED customer accounts.
• Build relationships with customer stakeholders and be a trusted contact throughout the lifecycle.
• Maintain a cadence of ~60 customer calls per month across the book.
• Identify renewal risks early and address gaps before renewal.
• Develop and manage customer adoption plans aligned to business priorities.
• Lead onboarding engagements for long-term success.
• Identify opportunities for account expansion and collaborate with Sales.
• Partner with Support to escalate issues and with Renewals for forecasting.

Skills

Relationship-building

Communication

Active listening

Organization

Customer focus

Lead meetings

Account management

Problem solving

Technical curiosity

Learning mindset

Tools

Networking

Monitoring

Observability

SQL Server

Azure

AWS

Job description

SolarWinds is seeking a Customer Success Manager to support state, local, and education accounts. You will manage a book of business, build trusted relationships, drive adoption of Observability platforms, and help customers achieve measurable value from their investments.

The ideal candidate combines strong relationship and communication skills with technical curiosity. You do not need to know every product detail on day one, but you should learn how technology supports the business and have