Customer Experience Manager

As a Customer Experience Manager at Portnox, you will play a pivotal role in driving the success and satisfaction of our biggest customers throughout their entire lifecycle. This is an exciting opportunity to partner with a dynamic team, combining project management, customer success, and strategic account ownership. You will help deliver a world-class experience, from our sales process to ongoing utilization and growth. We’re seeking a detail-oriented, customer-focused individual who thrives in a fast-paced environment and is eager to help shape the future of customer experience at Portnox. Key Responsibilities Customer Journey Ownership : 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. Expansion & Growth : Partner with sales to identify expansion opportunities within existing accounts. Collaboration : 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. Skills, Knowledge, and Expertise Experience : 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. Project Management: 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. Education : Bachelor’s degree or equivalent experience in a related field. Why Join Us 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.