Customer Experience Manager

Customer Experience Manager

Department: Customer Success

Employment Type: Full Time

Location: Austin, TX

Description

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.

• 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
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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

• 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

• 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