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. 

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.