About this role
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 Senior Customer Success Manager manages strategic customer accounts, drives product adoption and value realization, and supports retention, expansion, and advocacy.
Responsibilities
- Own relationships and success plans for strategic and complex accounts.
- Understand customer goals, challenges, environments, and desired outcomes.
- Lead value reviews, adoption conversations, business reviews, and executive engagements.
- Identify health, adoption, renewal, and escalation risks - then create action plans.
- Partner with Sales, Renewals, Support, Product, and Engineering to deliver customer outcomes.
- Represent the voice of the customer and share actionable feedback internally.
- Educate customers on products, best practices, training, and success programs.
- Maintain accurate account information, activities, risks, and plans in Salesforce and Gainsight.
- Track adoption, health, satisfaction, retention, and advocacy metrics.
- Mentor CSMs and contribute to process improvements and best practices.
Qualifications
- 5+ years of experience in Customer Success, Account Management, Technical Account Management, Sales Engineering, or a related customer-facing role.
- Experience managing strategic or complex accounts in SaaS, software, IT infrastructure, or technology.
- Proven ability to improve adoption, customer outcomes, retention, or expansion.
- Strong communication, presentation, relationship-management, analytical, and problem-solving skills.
- Strong technical acumen and familiarity with software, licensing, networks, cloud, or IT environments.
- Experience with Salesforce, Gainsight, or similar CRM and customer success platforms.
- Ability to manage multiple priorities and collaborate across teams.
Preferred
- Experience with IT monitoring, observability, cybersecurity, databases, or infrastructure solutions.
- Customer Success, project management, or technical certifications.
- Experience with executive stakeholders, customer health scoring, success plans
- Experience mentoring CSMs or leading customer success initiatives.
Success Measures
Customer retention, product adoption, customer health and satisfaction, success-plan completion, escalation management, and contribution to team enablement.
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