Customer Experience Manager

Portnox

Responsibilities

: Lead the customer lifecycle—from sales alignment to onboarding, adoption, and growth
Project Management: Oversee the onboarding of our largest and most strategic accounts, ensuring a seamless and timely process by coordinating with internal technical teams and customer-side stakeholders.
Strategic Account Management: Act as the subject matter expert (SME) for your assigned accounts. Build and maintain strong, multi-threaded relationships within customer organizations.
Customer Engagement & Retention: Conduct regular check-ins to ensure customers are fully utilizing the solutions they’ve purchased. Monitor customer health, proactively address concerns, and ensure satisfaction.
: Partner with sales to identify expansion opportunities within existing accounts.
: Work closely with cross-functional teams, including Sales, Product, and Support, to deliver a consistent and cohesive customer experience.
Customer Insights & Reporting: Maintain and update customer health scores, provide account updates to the executive team, and build reports to inform strategic decision-making.
Process Optimization: Continuously refine onboarding and customer success processes to improve efficiency and satisfaction.
Tools & Documentation: Build scripts, create documentation, and track key customer interactions using Salesforce and other CX tools.

Customer Journey Ownership

Skills, Knowledge, and Expertise

: 3–7 years in customer success, customer experience, sales, project management, or account management, preferably within SaaS or cybersecurity.
Technical Skills: Familiarity with Salesforce and other customer success tools (e.g., GUIDEcx, Planhat, or similar) is a strong plus.

Experience managing technical projects.
Communication: Exceptional verbal and written communication skills, with the ability to engage with technical and non-technical stakeholders at all levels.
Organization: Strong project management skills with the ability to juggle multiple priorities while maintaining attention to detail.
Problem-Solving: Proactive, solutions-oriented mindset with a focus on delivering high-quality results.
Customer Focus: A customer-centric approach with a passion for ensuring customers achieve their desired outcomes.
Team Player: A collaborative attitude with the ability to work cross-functionally in a fast-paced, growth-oriented environment.

: Bachelor’s degree or equivalent experience in a related field.

Opportunity to make a significant impact on the operations of the company.
Collaborative and dynamic work environment with opportunities for professional growth and development.
Competitive compensation and benefits package.