SolarWinds MSP Outlines Investments in Customer Success, Technology Alliances, and Product Enhancement

Much like Datto CEO Tim Weller at that company’s first partner conference since its initial public offering this week, Pagliuca stressed continuity over disruption when discussing his company’s big potential shakeup.

“We’ve been working hard on making sure that everything that our partners have come to enjoy and appreciate under the SolarWinds brand and umbrella [will] continue,” he said. 

That includes the company’s ongoing customer (as in partner) success initiative, which aims to make transacting business with SolarWinds MSP a better, easier, loyalty-building experience. Hiring customer success managers is already a priority, noted Director of Customer Success TJ Letourneau (pictured) yesterday, and it will remain one regardless of what the future holds.

“We’re going to continue to invest and expand the global customer success management team through 2021,” he said. “As a matter of fact, this is by far our biggest area of investment that we’re making in the business.”

The company will continue investing in its “nerd” force of partner-facing subject matter experts as well, he added, along with both its Success Center portal and MSP Institute education site.