Customer Success Manager- Public Sector

As a Customer Success Manager (CSM) for the Public Sector, you will act as a trusted advisor to key customers, driving strong relationships, product adoption, and measurable business outcomes. Your work will directly influence customer retention, renewals, and growth while ensuring a world-class customer experience.

Responsibilities

• Build strong relationships with Public Sector customers and guide them in adopting and realizing value from SolarWinds solutions
• Understand customer goals, environments, and use cases to drive meaningful business outcomes
• Proactively share updates on product features, best practices, industry trends, and known issues
• Support escalations by partnering with internal teams to ensure timely, satisfactory resolution
• Identify retention risks and growth opportunities, collaborating closely with Sales and Renewals
• Represent the customer voice internally, providing insights to Product, Engineering, and leadership
• Lead customer conversations on product capabilities, ROI, and strategic initiatives

Qualifications

• Excellent verbal communication and presentation skills
• Ability to tailor messages to both technical and executive audiences
• 5+ years in the IT industry in customer-facing roles (CSM, TAM, Support Engineer, Sales Engineer, etc.)
• Strong understanding of networking, security products, and enterprise infrastructure
• Experience with web technologies (HTTP, DNS, TCP, UDP, SSL/TLS, ICMP)
• Working knowledge of SQL Server
• General understanding of cloud concepts
• Experience with CRM/ERP systems such as Salesforce, NetSuite, or Gainsight
• Strong customer management and problem‑solving skills
• SaaS experience is a plus