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Customer Experience Manager

Portnox

Role overview

Qualifications

  • 3–7 years in customer success, customer experience, sales, project management, or account management
  • Familiarity with Salesforce and other customer success tools
  • Exceptional verbal and written communication skills
  • 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
  • Act as the subject matter expert (SME) for assigned accounts
  • Conduct regular check-ins to ensure customers are fully utilizing the solutions

Key facts

Hard skills

Other skills

  • Communication
  • Problem Solving

About the company

Portnox logo

Portnox

Computer Hardware

Portnox offers cloud-native zero trust access control and cybersecurity essentials that enable agile, resource-constrained IT teams to proactively address today’s most pressing security challenges: the rapid expansion of enterprise networks, the proliferation of connected device types, the increased sophistication of cyberattacks, and the shift to zero trust. Hundreds of companies have leveraged Portnox’s award-winning security products to enforce powerful network access, endpoint risk monitoring and remediation policies to strengthen their organizational security posture. By eliminating the need for any on-premises footprint common among traditional information security systems, Portnox allows companies - no matter their size, geo-distribution, or networking architecture - to deploy, scale, enforce and maintain these critical zero trust security policies with unprecedented ease.

Company details

Company typeSME
IndustryComputer Hardware
Company size51 - 200

Links

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Job 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.

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MR

Marcus Rivera

Chief Revenue Officer

m.rivera@company.com
linkedin.com/in/marcusrivera
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