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Customer Experience Manager

Portnox
Austin, USA
Full-time
Mid Level
Hybrid
Discovered 1 months ago

Full Job Posting

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.

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.

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