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Solarwinds - Austin, TX
posted 2 months ago
About the position
The Customer Success Manager at SolarWinds is responsible for managing relationships with larger assigned accounts, ensuring customer satisfaction, and driving product adoption. This role involves regular communication with clients, delivering value conversations, and acting as the primary point of contact throughout the deployment process. The ideal candidate will thrive in a fast-paced environment and contribute to the company's mission of helping customers accelerate business transformation with effective solutions.
Responsibilities
- Act as the primary relationship holder and point of contact throughout deployment.
- Maintain regular contact with larger assigned accounts.
- Deliver value conversations related to SolarWinds product offerings and industry trends.
- Impact retention rate and increase product adoption.
- Ensure customers fulfill their roles as advocates for SolarWinds.
- Recommend process changes to customer success leadership.
- Record customer details, profile data, and activities in CRM.
- Identify at-risk customers and work to improve their experiences.
- Create action plans to resolve potential issues within the customer base.
- Follow up with customers who provide CSAT/DSAT support surveys.
- Gather additional details about the customer experience and look for trends.
- Provide feedback to relevant departments as the voice of the customer.
Requirements
- Very strong written and verbal communicator.
- Strong problem-solving skills.
- Experience working with Tech Touch such as Gainsight.
- Advanced Microsoft Suite skills.
- CRM and/or ERP experience (Salesforce, NetSuite, etc.).
- Advanced technical acumen, understanding of networks, software, and licensing.
- Strong understanding of customer engagement and experience management.
- Proven experience working towards goals, KPIs, and other measures.
Nice-to-haves
- 3-5 years of experience in account management, sales, or customer success/retention role.
- SaaS experience is an asset.
Benefits
- Competitive salary
- Opportunities for career growth
- Collaborative work environment
- Employee-first company culture
