Customer Experience Program Manager

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.

The 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!

Customer Experience Program Manager

detail-oriented

To succeed in this role, you should be passionate about creating frictionless operations to improve the SolarWinds customer experience. You will have the following responsibilities

CX Program Execution

• Manage the execution of

  NPS, CSAT, onboarding, and transactional surveys

  , including survey design, testing, deployment, and response tracking.
• Maintain program calendars, stakeholder communication plans, and response timelines.
• Collaborate with the CX Insights team to deliver survey findings and recommendations to business teams.

Stakeholder & Relationship Management

• Serve as the

  day-to-day liaison

  between the CX team and cross-functional partners (Product, Sales, Marketing, CS, Support, Digital).
• Partner with business leaders to

  translate customer feedback into action plans

  and program roadmaps.
• Facilitate recurring stakeholder meetings and workshops to drive alignment and track progress on CX initiatives.

Internal Communication & Enablement

• Create and manage

  internal playbooks, templates, and communications

  to help teams understand and act on customer feedback.
• Develop and deliver internal presentations, “You Said, We Did” campaigns, and success stories to increase visibility of CX wins.

Program Governance & Process Improvement

• Track program health metrics and manage issue resolution and continuous improvements.
• Collaborate with CX Ops and tools teams to

  improve survey delivery and reporting workflows

  .
• Ensure consistent documentation, stakeholder updates, and program audit-readiness.

• 5 years of experience in program management, customer success, marketing operations, or customer experience roles—preferably in a B2B SaaS or technology environment.
• Proven experience coordinating and executing

  survey and customer feedback programs

  (e.g., NPS, CSAT).
• Excellent

  stakeholder management

  and relationship-building skills across global, cross-functional teams.
• Highly organized with a knack for managing multiple programs and deadlines simultaneously.
• Strong verbal and written communication skills—able to tailor messaging for execs, peers, and frontline teams.
• Familiarity with

  survey platforms (Qualtrics, Medallia, SurveyMonkey)

  and

  CRM or workflow tools (Salesforce, Jira, Asana)

  .
• Experience in creating customer-focused internal content and engagement strategies is a plus.
• Bachelor’s degree in Business, Communications, Marketing, or related field.

SolarWinds 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.

All applications are treated in accordance with the SolarWinds Privacy Notice: https://www.solarwinds.com/applicant-privacy-notice