Customer Experience Manager

Portnox•Austin, TX

3h•Onsite

About The Position

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.

Requirements

3–7 years in customer success, customer experience, sales, project management, or account management, preferably within SaaS or cybersecurity.
Familiarity with Salesforce and other customer success tools (e.g., GUIDEcx, Planhat, or similar) is a strong plus.
Experience managing technical projects.
Exceptional verbal and written communication skills, with the ability to engage with technical and non-technical stakeholders at all levels.
Strong project management skills with the ability to juggle multiple priorities while maintaining attention to detail.
Proactive, solutions-oriented mindset with a focus on delivering high-quality results.
A customer-centric approach with a passion for ensuring customers achieve their desired outcomes.
A collaborative attitude with the ability to work cross-functionally in a fast-paced, growth-oriented environment.
Bachelor’s degree or equivalent experience in a related field.

Responsibilities

Lead the customer lifecycle—from sales alignment to onboarding, adoption, and growth
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.
Act as the subject matter expert (SME) for your assigned accounts. Build and maintain strong, multi-threaded relationships within customer organizations.
Conduct regular check-ins to ensure customers are fully utilizing the solutions they’ve purchased. Monitor customer health, proactively address concerns, and ensure satisfaction.
Partner with sales to identify expansion opportunities within existing accounts.
Work closely with cross-functional teams, including Sales, Product, and Support, to deliver a consistent and cohesive customer experience.
Maintain and update customer health scores, provide account updates to the executive team, and build reports to inform strategic decision-making.
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.