Lead, Customer Insights & Experience

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!

Lead, Customer Insights & Experience

To succeed in this role, you should be passionate about creating frictionless operations to improve the SolarWinds customer experience. You will have the following responsibilities

Customer Insights & Analytics

• Build a

  centralized insights engine

  to translate NPS, CSAT, digital behavior, support interactions, and operational data into actionable CX insights.
• Partner with Data, Salesforce, and Customer Success teams to embed

  predictive models

  that identify churn risk, advocacy, and engagement patterns.
• Design and maintain

  CX dashboards and reporting tools

  that surface trends, friction points, and improvement opportunities across the journey.

Process & Experience Optimization

• Identify and resolve

  customer journey pain points

  by leveraging automation, AI, and workflow enhancements.
• Lead cross-functional initiatives that optimize tools, systems, and processes used by Support, Success, Academy, and Product teams.
• Establish and document

  scalable workflows

  , survey cadences, and insight-to-action loops.

CX Technology & Innovation

• Evaluate and implement new technologies (AI, automation platforms, feedback tools) to improve listening and response across channels.
• Collaborate with engineering and IT teams to improve data architecture and feedback flow integration (Salesforce, Gainsight, Qualtrics, etc.).

Strategic Enablement

• Deliver insight-driven recommendations to senior leadership and stakeholders, informing product, GTM, and service strategy.
• Shape quarterly CX business reviews and customer storytelling backed by data.
• Serve as a champion of

  CX operational excellence and continuous improvement

  .

• 5+ years of experience in customer experience, business operations, or data strategy roles, ideally in a B2B SaaS or tech company.
• Proven track record in turning

  data into strategic insights

  , especially with NPS, CSAT, churn, and engagement metrics.
• Strong experience with

  Salesforce

  , BI tools (Power BI, Tableau, Domo, Looker), and customer feedback platforms (e.g., Qualtrics, Medallia).
• Working knowledge of

  AI and automation concepts

  in CX, such as sentiment analysis, predictive scoring, or journey analytics.
• Strong project management and cross-functional collaboration skills.
• Bachelor’s degree in Business, Analytics, Engineering, or related field (MBA preferred).
• Excellent communication and stakeholder engagement skills in a global matrixed environment.

SolarWinds is an Equal Employment Opportunity Employer. SolarWinds will consider all qualified applicants for employment without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity, marital status, disability, veteran status or any other characteristic protected by law.

All applications are treated in accordance with the SolarWinds Privacy Notice: https://www.solarwinds.com/applicant-privacy-notice