TL;DR

Customer Success Manager (Customer Support): Managing and developing customer relationships to ensure retention, renewals, and upsell of SolarWinds software with an accent on customer service, business outcome alignment, and technical understanding. Focus on driving product adoption, resolving escalations, and collaborating across departments to deliver value and prevent churn.

Location: Manila, Philippines

Company

SolarWinds is a people-first software company focused on delivering simple, powerful, and secure IT management solutions to accelerate business transformation.

What you will do

  • Support and educate customers on SolarWinds products to ensure revenue retention and identify expansion opportunities.
  • Understand customer business goals and demonstrate value through regular interactions and project planning.
  • Conduct detailed customer reviews to understand environments, use cases, and challenges.
  • Provide operational support during escalations collaborating with internal teams for resolution.
  • Represent customer voice internally to Product Management and Engineering teams.
  • Mentor and support the Customer Success team and collaborate with Sales and Renewals to reduce churn.

Requirements

  • Location: Must be based in Manila, Philippines
  • Minimum 5+ years in IT customer-facing roles such as Customer Success Manager or Technical Account Manager.
  • Strong understanding of networking, security products, and enterprise network infrastructure.
  • Experience with web technologies (HTTP, DNS, TCP, UDP, SSL/TLS, ICMP) and working knowledge of SQL Server.
  • Familiarity with CRM/ERP systems like Salesforce, NetSuite, or Gainsight.
  • Strong communication, presentation, problem-solving, and customer management skills.

Nice to have

  • Advanced certifications in networking, security, or cloud technologies.
  • Bachelor’s degree in Computer Science, Computer Engineering, or equivalent certifications.
  • Experience with SolarWinds products and industry-recognized CSM or project management certifications.
  • Hands-on experience with network troubleshooting tools and cloud technologies.
  • Knowledge of various databases and routing/switching architectures.

Culture & Benefits

  • People-first company culture focused on collaboration, accountability, and growth.
  • Equal Employment Opportunity employer treating all applicants fairly.
  • Supportive environment for career development and learning.