Senior Database Customer Success Manager -… at SolarWinds · Manila

The Customer Success Manager drives customer retention by leading product adoption, resolving customer challenges, and ensuring customers achieve meaningful outcomes. As the primary relationship owner across a portfolio of accounts, this role delivers strategic guidance, value‐focused engagements, and proactive support to maintain strong customer health.

Working closely with cross functional teams, the Senior CSM aligns customer objectives with business goals to achieve shared success.

This position requires a proactive, relationship‐driven professional who can uncover customer needs, manage complex scenarios, and build lasting trust across stakeholders

PRIMARY RESPONSIBILITIES:

• Own the ongoing customer relationship through regular engagements across the assigned account base.
• Initiate and sustain customer engagement, driving meaningful involvement throughout the customer journey.
• Deliver value focused conversations, business reviews, and insights aligned to customer goals.
• Drive retention by leading adoption, solving customer problems, and ensuring customers achieve their desired outcomes.
• Proactively identify At Risk customers and create action plans to restore account health and prevent churn.
• Advocate for customers internally, collaborating cross functionally to coordinate resources and drive strong customer and business outcomes.
• Support Sales by identifying expansion opportunities that naturally arise from strong adoption and satisfaction.
• Maintain accurate customer data, activities, and insights in CRM systems.
• Align customer objectives with our business goals to ensure mutually successful outcomes.
• Partner with key customers to co‐create strategic plans that align objectives, guide adoption, and support long‐term success
• Leverages strong product knowledge to educate customers, drive adoption, and ensure solutions are aligned to customer needs.
• Apply data analysis of customer health and usage metrics to influence engagement and retention activities
• Contribute to process improvements and support ad hoc strategic projects.
• Take ownership of special initiatives assigned by management to support team and organizational priorities.
• Share knowledge and contribute to developing best practices that strengthen the team.

Exemplify our company CARE values:

• Collaborative: Build strong relationships across teams, cross functional partnerships, and external stakeholders to achieve shared goals.
• Accountable: Results oriented and consistently deliver high quality work, driving KPI attainment and operational excellence.
• Ready: Demonstrate a growth mindset, continuous learning, and adapt to change with a positive & proactive attitude.
• Empathetic: Prioritizes understanding the needs and perspectives of customers and internal teams, using those insights to strengthen relationships, enhance experiences, drive successful outcomes, and build lasting trust across stakeholders.

BASIC QUALIFICATIONS:

• Advanced proficiency in Microsoft Office Suite.
• Experience working with CRM and/or ERP systems (e.g., Salesforce, NetSuite)
• Proven track record of consistently achieving goals, KPIs, and key performance measures
• Strong relationship‐building and communication skills with both technical users and leadership stakeholders
• Ability to manage complex customer situations and collaborate effectively across cross‐functional teams
• Solid technical acumen, including understanding of networks, software, and licensing

PREFERRED QUALIFICATIONS:

• 3+ of experience working in account management, sales, or customer success/retention role
• SaaS experience is an asset.