Customer Success Manager

Responsible for actively managing customer accounts, primarily in a Tech Touch fashion, to position the value of SolarWinds' customer success programs. Creates a powerful customer experience, ensuring strong retention rates, product adoption, and customer advocacy. Engages with customers to obtain valuable feedback, allowing SolarWinds to create a stronger overall customer experience. • Act as the primary relationship holder and point of contact throughout deployment. • Maintain regular contact with assigned accounts primarily through Tech Touch with some personal interaction. • Regularly deliver value conversations related to SolarWinds product offerings, relevant industry trends, corporate updates, and detailed account business reviews. • Impact retention rate, increase product adoption, and ensure customers fulfil their roles as advocates for SolarWinds. • Identify opportunities for process improvements. • Record customer details, profile data, and activities in CRM. • Identify at-risk customers and work to improve their experiences by utilizing customer success programs such as training, support, Premier Support, Success Center, etc. • Anticipate potential issues within customer base. Create action plans to resolve. • Follow up with customers who provide CSAT/DSAT support surveys. Gather additional details about the customer experience. Look for trends where the organization can work cross-functionally to create stronger customer experiences. • Be the voice of the customer internally, providing feedback to all relevant departments.

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.