Customer Success Manager

The Role

As a Customer Success Manager on the Digital Success team, you’ll help customers realize value from SolarWinds through proactive, scalable engagement. You’ll use customer context, product and engagement signals, and business priorities to guide customers toward relevant resources, stronger product adoption, and clear next steps.

You’ll work across teams—including Sales, Renewals, Support, Product Management, and Engineering—to coordinate customer needs, address risk, and share what customers are telling us. You’ll balance digital engagement with direct customer conversations when the situation calls for it. This role contributes to retention and growth by helping customers understand and expand the value they get from SolarWinds.

What you’ll do

• Learn customers’ goals, use cases, environments, and priorities, then connect them with relevant SolarWinds capabilities and guidance.
• Deliver proactive customer engagement through appropriate channels, using customer context and engagement or product signals to prioritize outreach and recommend useful next steps.
• Help customers improve adoption and realize value through product education, use-case discussions, success planning, and regular value-focused conversations.
• Review customer data and feedback to identify adoption gaps, emerging risks, and opportunities to improve the customer experience.
• Coordinate with Sales and Renewals to surface retention risks and potential growth opportunities, and support appropriate follow-through.
• Work with Support and other internal teams during escalations, helping maintain customer communication and coordination while the responsible teams investigate and resolve technical issues.
• Share customer feedback, recurring needs, and product-use insights with internal teams, including Product Management and Engineering.
• Explain SolarWinds products, use cases, and value in a way that fits the customer’s environment and audience.
• Keep customers informed about relevant product updates, known issues, new features, security fixes, and industry developments, as appropriate to their use cases.
• Contribute to team playbooks, knowledge sharing, and peer support to strengthen consistent customer engagement.

What you’ll bring

• At least five 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 customer service and customer-management skills, including the ability to communicate clearly during escalations.
• The ability to understand customer use cases and business priorities and connect them to practical customer-success actions.
• Experience using data and customer signals to assess engagement, adoption, risk, or service performance and guide decisions.
• Working knowledge of enterprise IT concepts and technologies. Familiarity with one or more areas such as networking, databases, security, cloud, observability, or IT service management is useful.
• Strong communication and presentation skills, with the ability to adapt your message to technical and business audiences.
• Project coordination, risk management, critical thinking, and problem-solving skills.
• Experience with CRM or customer-success platforms such as Salesforce, NetSuite, or Gainsight.
• General understanding of cloud concepts.

Preferred experience

• Experience in SaaS, customer success, or the information technology or infrastructure industry.
• Familiarity with network infrastructure and protocols such as HTTP, DNS, TCP, UDP, SSL/TLS, and ICMP.
• Working knowledge of SQL Server or other database technologies such as PostgreSQL, MySQL, or MongoDB.
• Hands-on experience with network troubleshooting tools such as Wireshark or Fiddler.
• Familiarity with routing and switching technologies, including Cisco or Juniper environments.
• Cloud platform experience or relevant certifications.

SolarWinds product experience.

• A bachelor’s degree in Computer Science, Computer Engineering, or a related field; equivalent industry experience or certifications are also valued.
• Customer Success or project management certifications.