Senior Customer Success Manager – Public Sector

Charlotte, North Carolina

Req ID: 201914

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!

Summary:

The Senior Customer Success Manager (CSM) will serve as a trusted advisor to our key Public Sector customers, focusing on developing and maintaining strong customer relationships. The primary goal is to ensure effective adoption of our software, achieve customer retention, renewals, and upsell targets, while delivering a best-in-class customer experience.

Responsibilities:

Develop and sustain customer relationships to achieve retention and upsell goals.
Support and educate customers on SolarWinds products and use-case scenarios.
Understand customer business goals and demonstrate value through SolarWinds products.
Conduct in-depth discussions with customers to understand environments and challenges.
Proactively provide insights on strategic initiatives and industry trends to customers.
Provide operational support during escalations, ensuring satisfactory resolution.
Represent customer opinions within the company and advocate for their needs.
Collaborate with internal departments to educate customers on product offerings.
Identify and resolve potential customer churn scenarios with Sales and Renewals teams.
Mentor and support the Customer Success team.

Required Skills:

Strong customer service skills and ability to manage escalations.
Ability to identify business outcomes based on use cases and priorities.
Data-driven decision-making skills to enhance product and service performance.
Understanding of IT technologies, including database, networking, and security.
Ability to build relationships with key customer stakeholders.
Project management, risk management, critical thinking, and problem-solving skills.
Strong communication and presentation skills.
Minimum 5+ years of relevant experience in a customer-facing IT role.
Strong understanding of networking, security products, and enterprise network infrastructure.
Experience with web technologies, including HTTP, DNS, TCP, and SSL/TSL.
Working knowledge of SQL Server.
General understanding of cloud concepts.
Experience with CRM or ERP systems (Salesforce, NetSuite, Gainsight, etc.).
SaaS 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