About this role
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. 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.