Job Description
Customer Experience Manager
Department: Customer Success
Employment Type: Full Time
Location: Austin, TX
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
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Customer Journey Ownership Lead the customer lifecycle—from sales alignment to onboarding, adoption, and growth
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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.
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Strategic Account Management Act as the subject matter expert (SME) for your assigned accounts. Build and maintain strong, multi-threaded relationships within customer organizations.
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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.
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Expansion & Growth Partner with sales to identify expansion opportunities within existing accounts.
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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.
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Process Optimization Continuously refine onboarding and customer success processes to improve efficiency and satisfaction.
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Tools & Documentation Build scripts, create documentation, and track key customer interactions using Salesforce and other CX tools.
Skills, Knowledge, and Expertise
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Experience 3–7 years in customer success, customer experience, sales, project management, or account management, preferably within SaaS or cybersecurity.
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Technical Skills Familiarity with Salesforce and other customer success tools (e.g., GUIDEcx, Planhat, or similar) is a strong plus.
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Project Management: Experience managing technical projects.
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Communication Exceptional verbal and written communication skills, with the ability to engage with technical and non-technical stakeholders at all levels.
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Organization Strong project management skills with the ability to juggle multiple priorities while maintaining attention to detail.
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Problem-Solving Proactive, solutions-oriented mindset with a focus on delivering high-quality results.
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Customer Focus A customer-centric approach with a passion for ensuring customers achieve their desired outcomes.
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Team Player A collaborative attitude with the ability to work cross-functionally in a fast-paced, growth-oriented environment.
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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.
