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!
Position overview
Responsible for actively managing larger customer accounts to position the value of SolarWinds customer success programs. Creates a powerful customer experience ensuring strong retention, product adoption, and customer advocacy. Engages with customers to obtain feedback that drives a stronger overall customer experience.
Key responsibilities
- Act as the primary relationship holder and point of contact throughout deployment.
- Maintain regular contact with larger assigned accounts.
- Deliver value conversations on SolarWinds offerings, industry trends, corporate updates, and detailed business reviews.
- Impact retention, increase product adoption, and ensure customers act as advocates.
- Recommend process changes to customer success leadership.
- Record customer details, profile data, and activities in CRM.
- Identify at-risk customers and turn them around using CS programs (training, Support, Premier Support, Success Center, etc.).
- Anticipate issues, create action plans to resolve.
- Follow up on CSAT/DSAT survey responses; gather more detail and spot trends.
- Be the voice of the customer internally, providing feedback to all relevant departments.
Basic qualifications
- Very strong written and verbal communicator.
- Strong problem-solving skills.
- Experience with Tech Touch tools (e.g., Gainsight, Totango).
- Advanced Microsoft Suite skills.
- CRM/ERP experience (Salesforce, NetSuite, etc.).
- Advanced technical acumen (networks, software, licensing).
- Strong understanding of how to engage and excite customers and deliver a powerful experience.
- Proven track record against goals, KPIs, and other measures.
- SaaS experience is an asset.
- Preferred qualifications (Senior CSM)
- 3–5 years in account management, sales, or customer success/retention roles.
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
Top Skills
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.
