Teams at SolarWinds

Lead the planning and delivery of a cross-functional SRE portfolio covering infrastructure, Kubernetes upgrades, migrations, disaster recovery, security, automation, capacity, and cost optimization. Establish governance, roadmaps, delivery plans, risk management, dependency tracking, prioritization processes, executive reporting, and operating cadences. Partner with engineering, product, security, and finance stakeholders to improve reliability, delivery predictability, operational excellence, and resource alignment.

Manage midmarket customer relationships as a trusted adviser, driving software adoption, retention, renewals, and expansion. Understand customer goals, demonstrate product value, conduct reviews, support escalations, and coordinate with Sales, Renewals, Product Management, and Engineering. Provide technical guidance on networking, security, databases, cloud concepts, and SolarWinds products while identifying churn risks and growth opportunities. Mentor Customer Success team members and represent customer feedback internally.

Manages strategic SaaS customer accounts by driving product adoption, value realization, retention, expansion, and advocacy. Owns success plans, leads business and executive reviews, identifies risks, coordinates cross-functional solutions, tracks customer health and adoption metrics, and maintains account data in Salesforce and Gainsight. The role also educates customers, represents their feedback internally, mentors CSMs, and improves customer success processes.