{"id":1179501,"url":"https://alion.io/job/solarwinds-senior-customer-success-manager","title":"Senior Customer Success Manager","company":{"id":58818,"name":"SolarWinds","domain":"solarwinds.com","url":"https://alion.io/company/solarwinds","size_band":null,"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":51,"computed_at":"2026-10-17T05:46:00Z"}},"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":36000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":1304},"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Salesforce","optional":false}],"status":"live","first_seen_at":"2026-09-24T12:38:57Z","employer_posted_date":"2026-10-11","last_verified_at":"2026-10-18T15:31:51Z","board_verified":true,"closed_at":null,"days_open":24,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":24},"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 Senior Customer Success Manager manages strategic customer accounts, drives product adoption and value realization, and supports retention, expansion, and advocacy.\nResponsibilities\nOwn relationships and success plans for strategic and complex accounts.\nUnderstand customer goals, challenges, environments, and desired outcomes.\nLead value reviews, adoption conversations, business reviews, and executive engagements.\nIdentify health, adoption, renewal, and escalation risks - then create action plans.\nPartner with Sales, Renewals, Support, Product, and Engineering to deliver customer outcomes.\nRepresent the voice of the customer and share actionable feedback internally.\nEducate customers on products, best practices, training, and success programs.\nMaintain accurate account information, activities, risks, and plans in Salesforce and Gainsight.\nTrack adoption, health, satisfaction, retention, and advocacy metrics.\nMentor CSMs and contribute to process improvements and best practices.\nQualifications\n5+ years of experience in Customer Success, Account Management, Technical Account Management, Sales Engineering, or a related customer-facing role.\nExperience managing strategic or complex accounts in SaaS, software, IT infrastructure, or technology.\nProven ability to improve adoption, customer outcomes, retention, or expansion.\nStrong communication, presentation, relationship-management, analytical, and problem-solving skills.\nStrong technical acumen and familiarity with software, licensing, networks, cloud, or IT environments.\nExperience with Salesforce, Gainsight, or similar CRM and customer success platforms.\nAbility to manage multiple priorities and collaborate across teams.\nPreferred\nExperience with IT monitoring, observability, cybersecurity, databases, or infrastructure solutions.\nCustomer Success, project management, or technical certifications.\nExperience with executive stakeholders, customer health scoring, success plans\nExperience mentoring CSMs or leading customer success initiatives.\nSuccess Measures\nCustomer retention, product adoption, customer health and satisfaction, success-plan completion, escalation management, and contribution to team enablement.\nSolarWinds is an Equal Employment Opportunity Employer. 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