Senior GSI Customer Success Manager

As a Customer Success Manager at SolarWinds, you will be responsible for actively managing enterprise-level customer accounts to position the value of SolarWinds" customer success programs. Your role will involve creating a powerful customer experience to ensure strong retention rates, product adoption, and customer advocacy. You will engage with customers to obtain valuable feedback that will allow SolarWinds to enhance the overall customer experience. **Responsibilities:** - Act as the primary relationship holder and point of contact for SolarWinds throughout deployment and the entire customer journey. - Work with customers who are identified as at risk and ensure their satisfaction. - Maintain regular contact with assigned cases and deliver value conversations related to SolarWinds product offerings, industry trends, corporate updates, and detailed account business reviews. - Impact retention rate, increase product adoption, and ensure customers act as advocates for SolarWinds. - Recommend process changes to customer success leadership and record customer details, profile data, and activities in CRM. - Identify at-risk customers, create action plans to resolve potential issues, and follow up with customers who provide csat/DSAT support surveys. - Manage ad hoc projects as determined by the manager and assist the sales effort from a customer success perspective. - Be the voice of the customer internally, providing feedback to all relevant departments. **Qualifications:** - Strong written and verbal communication skills. - Proficiency in speaking English and advanced problem-solving skills. - Advanced Microsoft Suite skills and experience with CRM or ERP systems (e.g., Salesforce.com, Netsuite.com, Gainsight). - Solid technical acumen including an understanding of networks, software licensing. - Proven experience in consistently achieving goals, KPIs, and other measures. - Strong understanding of how to engage and excite customers for a powerful customer experience. - Experience in SaaS and ITSM background are assets. All applications are treated in accordance with the SolarWinds Privacy Notice: [SolarWinds Privacy Notice](https://www.solarwinds.com/applicant-privacy-notice),