Customer Success Manager, Customer Success

Your Role:

We are seeking a dynamic and passionate Customer Success Manager to join our team. In this role, you will proactively manage customer accounts and drive the value of SolarWinds’ customer success programs. Your mission is to empower our customers to achieve their desired outcomes, elevate their overall experience, and foster strong customer retention, product adoption, and advocacy. You will serve as the crucial link between SolarWinds and our valued customers, playing a pivotal role in shaping our customer-centric culture.

Your Impact:

• Nurture Meaningful Relationships: Maintain regular and proactive contact with assigned customer accounts, building trust and rapport.
• Deliver Value Conversations: Engage customers with insights related to SolarWinds product offerings, industry trends, corporate updates, and detailed account business reviews, all focusing on driving their success.
• Customer Success Champion: Act as the driving force behind our customers’ success, impacting retention rates, increasing product adoption, and transforming customers into enthusiastic SolarWinds advocates.
• Data-Driven Excellence: Keep comprehensive records of customer details, profile data, and activities within our CRM system, ensuring accurate and up-to-date information.
• Rescue At-Risk Customers: Identify at-risk customers and develop tailored strategies to turn their experiences around, leveraging the power of our customer success programs and available resources.
• Proactive Issue Resolution: Anticipate potential challenges within the customer base and create strategic action plans to swiftly resolve them, ensuring customer satisfaction.
• Listen, Learn, and Improve: Follow up with customers and partners to gather valuable feedback, seeking to understand their experiences and identifying trends that can guide cross-functional initiatives to enhance our customer journey.
• Voice of the Customer: Be the customer’s advocate internally, providing essential feedback to all relevant departments to fuel continuous improvement.

Your Experience:

Basic Qualifications

• Exceptional Communication Skills: Strong written and verbal communication skills are essential for building rapport and delivering value to our customers.
• Problem-Solving Prowess: Exhibit strong problem-solving abilities to navigate customer challenges and provide effective solutions.
• Tech-Savvy: Proficiency in the Microsoft Suite and experience with CRM or ERP systems (e.g., Salesforce, Totango, Gainsight) is essential.
• Business Acumen: Demonstrated business acumen, with a keen ability to evaluate opportunities, overcome challenges, and contribute to business growth.
• Goal-oriented: Proven experience working towards goals, KPIs, and other performance measures.
• Relationship Builder: Possess a deep understanding of how to engage, excite, and cultivate relationships with partners, ensuring an outstanding customer experience.
• SaaS Savvy: Prior experience in the SaaS industry is a valuable asset.

Preferred Qualifications

• Experience Matters: 2-3 years of experience in account management, sales, or customer success/retention roles.
• This is your chance to join a vibrant team at SolarWinds and significantly impact our customers’ success and satisfaction. If you’re passionate about helping customers thrive and excited about working in a dynamic tech environment, we’d love to hear from you. Join us in our mission to drive customer success to new heights!