Posted Today
Senior Customer Success Manager
AI Summary
Manages strategic customer accounts to drive product adoption, value realization, retention, and expansion. Owns success plans, leads value reviews and executive engagements, and partners with Sales, Support, Product, and Engineering to deliver customer outcomes.
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
Skills
Explore related jobs
More jobs at Solarwinds
Similar Adoption Metrics jobs
- Manager, GBS - Finance Intelligence DeploymentKraft Heinz Food Company Company · Mexico City - Antara Tower A - 5th Floor - Local Office
- Manager, GBS - Finance Intelligence AIKraft Heinz Food Company Company · Mexico City - Antara Tower A - 5th Floor - Local Office
Onboarding SpecialistTelepatia · Medellín
Jobs in Manila
Applied AI EngineerComCap Holdings LLC · Manila, NCR
Solutions ArchitectNCC Group · PHL Manila- Business AnalystNCC Group · PHL Manila
- Senior Software Product ManagerNCC Group · PHL Manila
- Senior IAM EngineerNCC Group · PHL Manila
- CSpecialist, Advertising and Content (Amazon)Centricbrandsasia · Manila, Philippines
Browse these categories
Market data for customer support roles
All reports →- SeriesRole reportsOne role family at a time: how many openings, what changed this week, who is hiring, what it pays.
- SeriesSalary reportsWhat employers publish in job postings, by level and workplace. Not self-reported pay.
- Market overviewState of tech hiring, September 2026: up 4.8%Tech hiring rose 4.8% month over month in September 2026, with 411,122 new listings. Customer support and account executive roles led the growth.