Customer Success Manager - NA

The Customer Success Manager (CSM) will be a trusted adviser to our key customers. This person will be responsible for developing and maintaining customer relationships by effectively driving adoption of our software to achieve customer retention, renewal, and upsell goals, while ensuring a best-in-class customer experience.

The ideal candidate should have the following skills:

• Strong customer service skills and the ability to manage customers during escalations.
• Ability to identify and drive business outcomes based on the customer’s use case and business priorities.
• Demonstrated ability to make data-driven decisions to drive product and service performance.
• A good understanding of IT technologies, including database, networking, and security.
• Ability to build and sustain relationships with key customer stakeholders.
• Project management, risk management, critical thinking, and problem-solving skills.
• Strong communication and presentation skills

Your Impact:

• Support and educate customers about SolarWinds products and other use-case scenarios. Ensure revenue retention and identify opportunities to expand product adoption.
• Understand customer’s business, strategic goals, and requirements to demonstrate value-delivered outcomes with SolarWinds products through regular value-based interactions, project planning, and internal collaboration with various departments
• Conduct discussions and reviews with customers, developing in-depth understanding of their environments, use cases, and potential challenges
• Proactively provide value for customers, by keeping them updated on strategic initiatives, relevant industry trends, and other important developments such as known issues, new features, or security fixes
• Provide operational support to customers during escalations by working together with other internal functions and helping to ensure a satisfactory resolution
• Become the voice of our customers within SolarWinds with a deep understanding and empathy for the customer experience and representing and sharing their opinion with the department and SolarWinds Product Management and Engineering teams.
• Lead discussions with internal departments to help educate customers about SolarWinds product offering, use cases, and ROI and help define and scope future engagements.
• Contribute to overall company net retention by working with the internal Sales and Renewals organizations to proactively identify and resolve potential customer churn scenarios and identify business expansion opportunities
• Mentor and support our Customer Success team

Your Experience:

• Excellent communication and presentation skills.
• Demonstrated experience managing mid-market or enterprise customers.
• Ability to adapt communication and conversations to different audiences.
• Minimum of 5 years of relevant experience in the IT industry in a customer-facing role, such as Customer Success Manager, Technical Account Manager, Technical Support Engineer, or Sales Engineer.
• Strong understanding of networking and security products, as well as enterprise network infrastructure.
• General understanding of cloud concepts.
• Experience with CRM and/or ERP platforms, such as Salesforce, NetSuite, or Gainsight.
• Strong problem-solving and customer management skills.
• SaaS experience is an asset.

Preferred Experience:

• Advanced knowledge of the technologies listed above, including relevant certifications, is an advantage.
• A bachelor’s degree in Computer Science, Computer Engineering, or a related field, or equivalent advanced industry certifications, is an advantage.
• Experience with SolarWinds products is an advantage.
• Industry-recognized Customer Success or project management certifications are an advantage.
• Hands-on experience with network troubleshooting tools, such as Wireshark and Fiddler, is an advantage.
• Experience in the information security or IT infrastructure industry is an advantage, including network, application, and server monitoring.
• Hands-on cloud experience and relevant cloud certifications are an advantage.