Intern - Customer Success Manager

Overview At SolarWinds, we’re a people-first company. Our purpose is to enrich the lives of the people we serve—including our employees, customers, shareholders, Partners, and communities. Join us in our mission to help customers accelerate business transformation with simple, powerful, and secure solutions. The ideal candidate thrives in an innovative, fast-paced environment and is collaborative, accountable, ready, and empathetic. We’re looking for individuals who believe they can accomplish more as a team and create lasting growth for themselves and others. We hire based on attitude, competency, and commitment. Solarians are ready to advance our world-class solutions in a fast-paced environment and accept the challenge to lead with purpose. If you’re looking to build your career with an exceptional team, you’ve come to the right place. Join SolarWinds and grow with us! Your Role: Responsible for proactively managing customer accounts at scale to help customers reach their desired outcomes. Creates a powerful customer experience ensuring strong retention rates, product adoption, and customer advocacy. Engages with customers to obtain valuable feedback that will allow SolarWinds to create a stronger overall customer experience. Will include customer experience and digital success projects, as needed. Responsibilities Work as a team to help nurture customer relationships at scale. Maintain regular contact with assigned accounts. Regularly deliver value conversations related to SolarWinds product offerings, relevant industry trends, corporate updates, and detailed account business reviews. Impact retention rate, increase product adoption, and ensure customers fulfill their roles as advocates for SolarWinds. Recommend process changes to customer success leadership. Record customer details, profile data, and activities in CRM. Anticipate potential issues within the customer base. Create scalable action plans to resolve. Follow up with customers who engage listening points. Gather additional details about the customer experience. Look for trends where the organization can work cross-functionally to create stronger customer experiences. Help deliver and analyze customer survey data for all customer feedback surveys. Be the voice of the customer internally, providing feedback to all relevant departments. Qualifications Basic Qualifications Strong written and verbal communicator Strong problem-solving skills Intermediate Microsoft Suite skills CRM and/or ERP experience (Salesforce, Totango/Gainsight etc.) Proven experience in working towards goals, KPIs, and other measures Strong understanding of how to engage and excite customers, with the ability to cultivate and expand relationships, ensuring a powerful customer experience SaaS experience is an asset Preferred Qualifications 2-3 years of experience working in an account management, sales, or a customer success/retention role