At SolarWinds, we’re a people-first company. Our purpose is to enrich the lives of the people we serve—including our employees, customers, shareholders, partners, and communities. Join us in our mission to help customers accelerate business transformation with simple, powerful, and secure solutions.
The ideal candidate thrives in an innovative, fast-paced environment and is collaborative, accountable, ready, and empathetic. We’re looking for individuals who believe they can accomplish more as a team and create lasting growth for themselves and others. We hire based on attitude, competency, and commitment. Solarians are ready to advance our world-class solutions in a fast-paced environment and accept the challenge to lead with purpose. If you’re looking to build your career with an exceptional team, you’ve come to the right place. Join SolarWinds and grow with us!
The Customer Success Manager (CSM) will be a trusted adviser to our key customers. This person will be responsible for developing and maintaining customer relationships by effectively driving adoption of our software to achieve customer retention, renewal, and upsell goals, while ensuring a best-in-class customer experience. This is an Individual Contributor role.
The ideal candidate should have the following skills:
- Has an intimate understanding of Customer Success Management, including risk and escalation management.
- Ability to identify and drive business outcomes based on the customer’s use case and business priorities. This includes extensive proactive and value-driven engagements.
- Demonstrated ability to make data-driven decisions to drive product and service performance.
- Good understanding of IT observability monitoring, including database, network management, IT infrastructure, Systems, and applications.
- Experience and expertise in customer retention, including familiarity with recurring revenue.
- Ability to build and sustain relationships with key customer stakeholders.
- Project management, risk management, critical thinking, and problem-solving skills.
- Strong communication and presentation skills
Your Impact:
- 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
- Become the voice of our customers within SolarWinds with a deep understanding and empathy for the customer experience and representing and sharing their opinion with the department and SolarWinds Product Management and Engineering teams.
- Lead discussions with internal departments to help 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 the internal Sales and Renewals organizations to proactively identify and resolve potential customer churn scenarios and identify business expansion opportunities
- Mentor and support our Customer Success team
Your Experience:
- Excellent communication and presentation skills.
- Demonstrated experience managing mid-market or enterprise customers.
- Ability to adapt communication and conversations to different audiences.
- Minimum of 5 years of relevant experience in the IT industry in a customer-facing role, such as Customer Success Manager, Technical Account Manager, Technical Support Engineer, or Sales Engineer.
- Strong understanding of networking and security products, as well as enterprise network infrastructure.
- General understanding of cloud concepts.
- Experience with CRM and/or ERP platforms, such as Salesforce, NetSuite, or Gainsight.
- Strong problem-solving and customer management skills.
- SaaS experience is an asset.
SolarWinds is an Equal Employment Opportunity Employer. SolarWinds will consider all qualified applicants for employment without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity, marital status, disability, veteran status or any other characteristic protected by law.
All applications are treated in accordance with the SolarWinds Privacy Notice: https://www.solarwinds.com/applicant-privacy-notice
Skills Required
- Minimum 5 years of relevant IT industry experience in a customer-facing role
- Experience managing mid-market or enterprise customers
- Excellent communication and presentation skills
- Strong understanding of networking and security products and enterprise network infrastructure
- General understanding of cloud concepts
- Experience with CRM or ERP platforms such as Salesforce, NetSuite, or Gainsight
- Strong problem-solving and customer management skills
- Customer Success Management experience, including risk and escalation management
- Experience with customer retention and recurring revenue
- Project management, risk management, critical thinking, and problem-solving skills
- SaaS experience
SolarWinds Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about SolarWinds and has not been reviewed or approved by SolarWinds.
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Healthcare Strength — Health coverage and related benefits are frequently characterized as solid parts of the package. Feedback suggests medical plans and general perks stand out compared with sentiments about base pay.
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Leave & Time Off Breadth — Paid time off is often highlighted positively. Feedback suggests time-away policies contribute meaningfully to overall satisfaction with benefits.
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Wellbeing & Lifestyle Benefits — Wellbeing support, inclusion groups, and a supportive workplace culture are emphasized. Feedback suggests these programs enhance the perceived value of the total rewards package.
SolarWinds Insights
What We Do
SolarWinds is a leading provider of powerful and affordable IT management software. Our products give organizations worldwide—regardless of type, size, or complexity—the power to monitor and manage their IT services, infrastructures, and applications; whether on-premises, in the cloud, or via hybrid models. We continuously engage with technology professionals—IT service and operations professionals, DevOps professionals, and managed services providers (MSPs)—to understand the challenges they face in maintaining high-performing and highly available IT infrastructures and applications. The insights we gain from them, in places like our THWACK® community, allow us to solve well-understood IT management challenges in the ways technology professionals want them solved. Our focus on the user and commitment to excellence in end-to-end hybrid IT management has established SolarWinds as a worldwide leader in solutions for network and IT service management, application performance, and managed services.
