Customer Experience Manager

Portnox Access Layers Ltd.; Austin (TX); On-site; USD 80,000 - 100,000; Full time

Benefits offered by this job

Competitive compensation and benefits package

Opportunities for professional growth and development

Job summary

Portnox Access Layers Ltd. in Austin, Texas is seeking a Customer Experience Manager to lead the customer lifecycle from sales to onboarding and growth. This role requires strong project management skills and a customer-centric approach.

The ideal candidate will have 3–7 years of experience in customer success or account management, preferably in SaaS or cybersecurity. The position offers an opportunity to make a significant impact on the operations of the company and comes with a competitive compensation package.

Qualifications

• 3–7 years in customer success, sales, project management, or account management, preferably in SaaS or cybersecurity.
• Experience managing technical projects.
• Ability to engage with technical and non-technical stakeholders.

Responsibilities

• Lead the customer lifecycle from sales alignment to onboarding and growth.
• Oversee onboarding of strategic accounts with internal teams and stakeholders.
• Build and maintain relationships within customer organizations.

Skills

Customer-centric approach

Project management

Exceptional communication skills

Problem-solving mindset

Collaboration

Education

Bachelor's degree or equivalent experience

Tools

Salesforce

GUIDEcx

Planhat

Job description

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.