{"id":1908144,"url":"https://alion.io/job/solarwinds-customer-success-manager-na","title":"Customer Success Manager - NA","company":{"id":58818,"name":"SolarWinds","domain":"solarwinds.com","url":"https://alion.io/company/solarwinds","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"B","score":75,"open_postings":5,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":50,"computed_at":"2026-10-25T05:49:26Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"senior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Manila, Philippines"],"countries":["PH"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":15000,"max_usd":35000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":1380},"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Salesforce","optional":false},{"name":"Wireshark","optional":true}],"status":"live","first_seen_at":"2026-10-05T11:37:30Z","employer_posted_date":"2026-10-20","last_verified_at":"2026-10-25T06:22:23Z","board_verified":true,"closed_at":null,"days_open":19,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":19},"description":"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.\nThe 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!\nThe 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.\nThe ideal candidate should have the following skills:\nStrong customer service skills and the ability to manage customers during escalations.\nAbility to identify and drive business outcomes based on the customer’s use case and business priorities.\nDemonstrated ability to make data-driven decisions to drive product and service performance.\nA good understanding of IT technologies, including database, networking, and security.\nAbility to build and sustain relationships with key customer stakeholders.\nProject management, risk management, critical thinking, and problem-solving skills.\nStrong communication and presentation skills\nYour Impact:\nSupport and educate customers about SolarWinds products and other use-case scenarios. Ensure revenue retention and identify opportunities to expand product adoption.\nUnderstand 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\nConduct discussions and reviews with customers, developing in-depth understanding of their environments, use cases, and potential challenges\nProactively 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\nProvide operational support to customers during escalations by working together with other internal functions and helping to ensure a satisfactory resolution\nBecome 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.\nLead discussions with internal departments to help educate customers about SolarWinds product offering, use cases, and ROI and help define and scope future engagements.\nContribute 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\nMentor and support our Customer Success team\nYour Experience:\nExcellent communication and presentation skills.\nDemonstrated experience managing mid-market or enterprise customers.\nAbility to adapt communication and conversations to different audiences.\nMinimum 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.\nStrong understanding of networking and security products, as well as enterprise network infrastructure.\nGeneral understanding of cloud concepts.\nExperience with CRM and/or ERP platforms, such as Salesforce, NetSuite, or Gainsight.\nStrong problem-solving and customer management skills.\nSaaS experience is an asset.\nPreferred Experience:\nAdvanced knowledge of the technologies listed above, including relevant certifications, is an advantage.\nA bachelor’s degree in Computer Science, Computer Engineering, or a related field, or equivalent advanced industry certifications, is an advantage.\nExperience with SolarWinds products is an advantage.\nIndustry-recognized Customer Success or project management certifications are an advantage.\nHands-on experience with network troubleshooting tools, such as Wireshark and Fiddler, is an advantage.\nExperience in the information security or IT infrastructure industry is an advantage, including network, application, and server monitoring.\nHands-on cloud experience and relevant cloud certifications are an advantage.\nSolarWinds 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.\nAll applications are treated in accordance with the SolarWinds Privacy Notice: https://www.solarwinds.com/applicant-privacy-notice","description_format":"text","description_chars":5341,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["IT Service & Asset Management","Observability & APM"],"lifecycle":[{"event":"open","at":"2026-10-05T13:37:13Z"}],"visa":[],"liveness":{"score":81,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.895,"p_room":0.9,"age_days":19,"expected_fill_days":50,"reasons":["conf:3","velocity","win:mid"],"computed_at":"2026-10-25T05:49:26Z"},"pay":null,"html_url":"https://alion.io/job/solarwinds-customer-success-manager-na","json_url":"https://alion.io/job/solarwinds-customer-success-manager-na.json","meta":{"generated_at":"2026-10-25T08:58:55Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":12849,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-26T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":58818},"rest":"https://alion.io/mcp/rest/get_company?id=58818"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fsolarwinds-customer-success-manager-na"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fsolarwinds-customer-success-manager-na"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fsolarwinds-customer-success-manager-na"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/solarwinds-customer-success-manager-na\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fsolarwinds-customer-success-manager-na"}]}