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As a Customer Experience Manager at Portnox, you will drive success and satisfaction for the company's largest customers throughout their entire lifecycle. This role combines project management, customer success, and strategic account ownership to deliver a world-class experience from sales through onboarding, adoption, and growth.
Key Responsibilities:
• Lead the complete customer lifecycle from sales alignment through onboarding, adoption, and expansion opportunities
• Oversee onboarding of strategic accounts, ensuring seamless processes by coordinating with internal technical teams and customer stakeholders
• Serve as the subject matter expert (SME) for assigned accounts, building and maintaining strong, multi-threaded relationships within customer organizations
• Conduct regular check-ins to ensure customers fully utilize purchased solutions; monitor customer health and proactively address concerns
• Partner with sales to identify and pursue expansion opportunities within existing accounts
• Collaborate with cross-functional teams (Sales, Product, Support) to deliver consistent, cohesive customer experiences
• Maintain customer health scores, provide account updates to executive leadership, and build reports to inform strategic decisions
• Continuously refine onboarding and customer success processes to improve efficiency and satisfaction
• Build scripts, create documentation, and track key customer interactions using Salesforce and other CX tools
Requirements:
• 3–7 years of experience in customer success, customer experience, sales, project management, or account management (SaaS or cybersecurity preferred)
• Familiarity with Salesforce and customer success tools (e.g., GUIDEcx, Planhat, or similar)
• Experience managing technical projects
• Exceptional verbal and written communication skills; ability to engage with technical and non-technical stakeholders at all levels
• Strong project management and organizational skills; ability to manage multiple priorities while maintaining attention to detail
• Proactive, solutions-oriented mindset with focus on delivering high-quality results
• Customer-centric approach with passion for ensuring customers achieve desired outcomes
• Collaborative attitude and ability to work cross-functionally in fast-paced, growth-oriented environments
• Bachelor's degree or equivalent experience in a related field
