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 drives customer retention by leading product adoption, resolving customer challenges, and ensuring customers achieve meaningful outcomes. As the primary relationship owner across a portfolio of accounts, this role delivers strategic guidance, value‐focused engagements, and proactive support to maintain strong customer health. Working closely with cross-functional teams, the Senior CSM aligns customer objectives with business goals to achieve shared success.
This position requires a proactive, relationship‐driven professional who can uncover customer needs, manage complex scenarios, and build lasting trust across stakeholders
PRIMARY RESPONSIBILITIES:
- Own the ongoing customer relationship through regular engagements across the assigned account base.
- Initiate and sustain customer engagement, driving meaningful involvement throughout the customer journey.
- Deliver value-focused conversations, business reviews, and insights aligned to customer goals.
- Drive retention by leading adoption, solving customer problems, and ensuring customers achieve their desired outcomes.
- Proactively identify at-risk customers and create action plans to restore account health and prevent churn.
- Advocate for customers internally, collaborating cross-functionally to coordinate resources and drive strong customer and business outcomes.
- Support Sales by identifying expansion opportunities that naturally arise from strong adoption and satisfaction.
- Maintain accurate customer data, activities, and insights in CRM systems.
- Align customer objectives with our business goals to ensure mutually successful outcomes.
- Partner with key customers to co‐create strategic plans that align objectives, guide adoption, and support long‐term success
- Leverages strong product knowledge to educate customers, drive adoption, and ensure solutions are aligned to customer needs.
- Apply data analysis of customer health and usage metrics to influence engagement and retention activities
- Contribute to process improvements and support ad hoc strategic projects.
- Take ownership of special initiatives assigned by management to support team and organizational priorities.
- Share knowledge and contribute to developing best practices that strengthen the team.
Exemplify our company CARE values:
Collaborative: Build strong relationships across teams, cross-functional partnerships, and external stakeholders to achieve shared goals.
Accountable: Results-oriented and consistently deliver high-quality work, driving KPI attainment and operational excellence.
Ready: Demonstrate a growth mindset, continuous learning, and adapt to change with a positive & proactive attitude.
Empathetic: Prioritises understanding the needs and perspectives of customers and internal teams, using those insights to strengthen relationships, enhance experiences, drive successful outcomes, and build lasting trust across stakeholders.
BASIC QUALIFICATIONS:
- Advanced proficiency in Microsoft Office Suite.
- Experience working with CRM and/or ERP systems (e.g., Salesforce, Gainsight)
- Proven track record of consistently achieving goals, KPIs, and key performance measures
- Strong relationship‐building and communication skills with both technical users and leadership stakeholders
- Ability to manage complex customer situations and collaborate effectively across cross‐functional teams
- Solid technical acumen, including an understanding of networks, software, and licensing
PREFERRED QUALIFICATIONS:
- 3-5 years of experience working in account management, sales, or a customer success/retention role
- SaaS and/or database 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
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.
.png){kind=logo}
