Senior CX Program 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.

We help customers accelerate business transformation with simple, powerful, and secure solutions. We are looking for individuals who thrive in an innovative, fast-paced environment and bring a collaborative, accountable, ready, and empathetic mindset to their work.

Solarians believe we can accomplish more together. We hire based on attitude, competency, and commitment, and we are looking for team members who are ready to lead with purpose, grow with the business, and help advance our world-class solutions.

Your Role

As the Customer Experience Program Manager, you will help bring SolarWinds’ customer experience strategy to life across the organization. You will manage and scale key CX programs, including Voice of Customer, NPS, CSAT, onboarding feedback, transactional surveys, customer journey mapping, and closed-loop feedback programs.

This role will partner closely with Customer Success, Support, Product, Marketing, Sales, Digital, Engineering, and Operations to ensure customer feedback is captured, analyzed, communicated, and translated into meaningful business action.

You will play a critical role in helping SolarWinds move from listening to customers to acting on customer insights. The ideal candidate has hands-on experience with Qualtrics or similar VoC platforms, understands how to build and operationalize customer journey maps, and is comfortable working cross-functionally to drive actionability, accountability, and measurable improvements in the customer experience.

This role is ideal for someone who is highly organized, detail-oriented, collaborative, and passionate about improving both internal processes and customer outcomes.

YOUR IMPACT

To succeed in this role, you should be passionate about creating frictionless operations that improve the SolarWinds customer experience. You will help drive program execution, customer journey understanding, cross-functional alignment, internal enablement, and closed-loop action across CX initiatives.

Voice of Customer Program Execution

• Manage the execution and ongoing optimization of Voice of Customer programs, including NPS, CSAT, onboarding, product, support, renewal, and transactional survey programs.
• Support survey design, testing, deployment, response tracking, reporting, and follow-through using Qualtrics or similar customer feedback platforms.
• Partner with the CX Insights team to identify key customer themes, sentiment trends, friction points, and opportunities for improvement.
• Ensure customer feedback is routed to the right business owners and translated into clear, actionable next steps.
• Support closed-loop processes to ensure feedback is acknowledged, tracked, and acted upon in a timely and consistent manner.

Customer Journey Mapping and Experience Design

• Build, maintain, and evolve customer journey maps across key stages of the SolarWinds customer lifecycle.
• Partner with cross-functional teams to identify customer pain points, moments that matter, process gaps, and opportunities to improve the end-to-end experience.
• Translate journey insights into actionable program recommendations, business requirements, and improvement roadmaps.
• Connect VoC insights, operational data, and stakeholder input to create a holistic view of the customer experience.
• Help teams understand how their work impacts the broader customer journey and customer outcomes.

Cross-Functional Collaboration and Actionability

• Serve as the day-to-day liaison between the CX team and cross-functional partners across Product, Sales, Marketing, Customer Success, Support, Digital, Engineering, and Operations.
• Facilitate recurring stakeholder meetings, workshops, and program reviews to drive alignment, accountability, and progress on CX initiatives.
• Partner with business leaders and functional teams to translate customer feedback into action plans, ownership models, and measurable improvements.
• Track action items, dependencies, risks, and blockers to ensure CX initiatives move from insight to execution.
• Help create a culture of customer-centric decision-making across internal teams.

Internal Communication and Enablement

• Create and maintain internal playbooks, templates, process documentation, and communications that help teams understand and act on customer feedback.
• Develop internal presentations, executive updates, “You Said, We Did” campaigns, and success stories to increase visibility of CX progress and wins.
• Support internal enablement efforts that help teams understand customer sentiment, key themes, journey pain points, and required actions.
• Communicate program updates clearly and consistently to stakeholders at different levels of the organization.

Program Governance and Process Improvement

• Track program health metrics, timelines, risks, dependencies, and issue resolution.
• Identify opportunities to simplify processes, improve workflows, and increase consistency across CX programs.
• Partner with CX Operations, analytics, and tools teams to improve survey delivery, Qualtrics workflows, reporting, dashboards, and data quality.
• Maintain accurate documentation, stakeholder updates, and program artifacts to support governance and audit-readiness.
• Support continuous improvement of CX operating models, feedback loops, and cross-functional processes.

Your Experience

• 5 years of experience in program management, customer success, marketing operations, transformation, or customer experience roles—preferably in a B2B SaaS or technology environment.
• Proven experience coordinating and executing survey and customer feedback programs (e.g., NPS, CSAT).
• Excellent stakeholder management and relationship-building skills across global, cross-functional teams.
• Highly organized with a knack for managing multiple programs and deadlines simultaneously.
• Strong verbal and written communication skills—able to tailor messaging for execs, peers, and frontline teams.
• Strong experience with Salesforce and familiarity with survey platforms (Qualtrics, Medallia, SurveyMonkey) and CRM or workflow tools (Salesforce, Jira, Asana).
• Experience in creating customer-focused internal content and engagement strategies is a plus.
• Bachelor’s degree in Business, Communications, Marketing, or related field