Your Impact:

• Build and lead a team of customer advocates who will manage customer relationships and understand the customers’ desired outcomes, technical landscapes, and business goals. Identify how SolarWinds products can best meet customer needs.
• Drive customer success outcomes by influencing customer lifetime value through retention, high product adoption, customer satisfaction, and overall net promoter scores, enabling expansion, and new business growth through customer advocacy.
• Monitor team performance and provide coaching, as needed, to drive the delivery of KPIs.
• Analyze user behavior data to detect patterns and define activity scores. Leverage reports to automate customer campaigns geared towards increasing feature adoption and preventing churn.
• Measure the effectiveness of customer success by evaluating operational metrics, actively participating during internal reviews, sharing key performance indicators with senior leaders, and taking defined actions based on observations.
• Communicate directly with named customers and conduct data-driven analyses of customer behavior to measure feature adoption and predict at-risk accounts. Manage escalations from the team as needed.
• Execute the customer lifecycle and uphold standards for mapping the customer journey and following through on listening points (e.g., usage, satisfaction, etc.), interventions, customer base segmentation, and the identification of opportunities for continuous improvement.
• Enable team through continuous process improvement and support the implementation of tools to drive efficiency and effectiveness.
• Contribute to scaling the business and enhancing technology by monitoring and reporting on the effectiveness of customer-impacting systems.
• Internal customer advocacy – As the internal voice of the customer, drive alignment across SWI marketing, products, and sales.
• Provide 1:1 coaching and growth opportunities for team members through a defined performance management process. Track individual training and professional development plans and carry out other managerial duties.
• Contribute to defining people capabilities, profiles, and skills of high-performing customer success leaders.
• Motivate the team to reach its full capabilities. Recognize and develop employee growth and create opportunities for high performance. Translate company goals into the functional department and individual career goals and provide support and guidance to employees.
• Manage the day-to-day operations of a customer success team.
• Develop team priorities and objectives.
• Contribute to the development of client processes that ensure long-term client relationships.

Your Experience:

• Experience hiring, developing, and leading a world-class, customer-facing team; demonstrated people management capabilities including coaching, performance management, and succession management to drive high levels of employee engagement
• Previous experience collaborating directly with renewals, sales, customer support, and products/engineering
• Proven ability to execute in a customer-focused environment and advocate for customers across a cross-functional organization
• Deep understanding of value drivers in recurring revenue business models
• Strong empathy for customers and a passion for revenue and growth
• Strong reasoning & analytical skills; able to structure thinking into a logical flow and sequence easy for others to understand; able to create and work with conceptual frameworks
• Demonstrated desire for continuous learning and improvementAn enthusiasticc and creative leader with the ability to inspire others
• Experience with Salesforce, Service Cloud, Totango/Gainsight, and NetSuiteise a plus
• Data-driven: experience with BI tools such as Tableau is a plus
• Crisp, compelling, and practical style of organizing thoughts into writing and speech; able to communicate with all levels in an organization
• Strong empathy for customers and a passion for revenue and growth; strong understanding of value drivers in recurring revenue business modelsAn enthusiasticc and creative leader with the ability to inspire others
• Able to prioritize and execute to move projects forward
• Capable of managing own time and team commitments;acts with urgency and integrity
• Able to establish positive relationships and collaborate with key stakeholders around accomplishing goals
• Demonstrated ability to manage changing, multiple priorities
• Accountable for results

Preferred Qualifications:

• 3-5 years relevant work experience in customer-facing roles such as renewals, sales, customer success, customer support, sales engineering, or account management
• 1+ years leading or managing customer success and/or account management teams