Customer Success Manager, US Federal

SolarWinds•Austin, TX

About The Position

SolarWinds is seeking a Customer Success Manager to support US Federal customers. The role manages a portfolio of accounts, builds trusted customer relationships, drives adoption of SolarWinds Observability platforms, and helps customers achieve measurable value from their investments. The successful candidate combines strong relationship and communication skills with technical knowledge and can learn how technology supports customer missions and engage effectively with technical and business stakeholders. Success means customers understand the value of the solutions, progress toward adoption goals, and are well positioned before renewal. The Customer Success Manager builds durable relationships, identifies risks early, coordinates internal resources, and follows through on customer commitments.

Requirements

Strong relationship-building skills and ability to earn customer trust.
Excellent verbal and written communication skills.
Ability to listen carefully, understand customer needs and constraints, and translate them into practical ways to help.
Strong organization and attention to detail, with consistent follow-through.
Customer-first mindset and willingness to go the extra mile to help customers succeed.
Confidence leading customer meetings and guiding conversations toward clear outcomes.
Flexibility and sound judgment when working with differing customer priorities, processes, and operating environments.
Ability to manage competing priorities across a book of business while maintaining timely communication and follow-up.

Nice To Haves

Technical experience or working knowledge of networking fundamentals, including switches, routers, and how networks support business operations.
Experience or working knowledge of server and application monitoring.
Experience or working knowledge of observability concepts and platforms.
Experience or working knowledge of cloud technologies, including Microsoft Azure and Amazon Web Services.
Understanding of how modern technology environments support mission and business operations.
Experience working with US Federal, public sector, or government customers.
Working knowledge of Federal government processes, procurement, or customer operating environments.
Experience in Customer Success, account management, consulting, technology services, or a related customer-facing role.
Experience supporting SaaS, IT operations, networking, monitoring, observability, or other enterprise technology solutions.

Responsibilities

Own and manage a portfolio of US Federal customer accounts.
Build relationships with customer stakeholders and serve as a trusted point of contact throughout the customer lifecycle.
Maintain a consistent customer engagement cadence.
Identify renewal risks early and work with customers to address gaps before the renewal window.
Develop and manage adoption plans aligned with each customer's mission, business, and technology priorities.
Lead onboarding engagements and help customers establish a strong foundation for long-term success.
Identify account expansion opportunities and contribute to an expansion goal.
Collaborate with Sales partners on account strategy, customer priorities, growth opportunities, and renewal execution.
Partner with Support to escalate and coordinate resolution of customer issues when needed.
Work with the Renewals team to support accurate forecasting and successful renewal outcomes.
Follow up promptly after customer meetings, document next steps, and maintain ownership of commitments.
Lead customer conversations with confidence, structure, insight, and a clear path forward.
Navigate customer processes and stakeholder environments thoughtfully, adapting engagement to customer needs and operating context.