Own the customer lifecycle for large strategic accounts: lead onboarding, drive adoption and retention, manage technical project onboarding, surface expansion opportunities, maintain health scores and reports, and collaborate cross-functionally to optimize CX processes.
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.
About
Portnox is a cloud-native enterprise access control provider that helps organizations secure every identity - human and non-human - across networks, applications, and infrastructure. As identities, devices, and workloads multiply across modern environments, Portnox enables continuous access verification based on identity context, device posture, and risk signals. Its unified platform brings together passwordless authentication, access control, continuous policy enforcement, and automated response through a single policy engine. Portnox gives security and IT teams real-time visibility into everything connecting and the ability to quickly restrict, quarantine, or revoke non-compliant access. Today, Portnox actively manages more than one million devices worldwide, secures 40 million authentication sessions, and blocks over one million unauthorized access attempts every day. Learn more at www.portnox.com and follow Portnox on LinkedIn.
Portnox Austin, Texas, USA Office
5301 Southwest Pkwy, Austin, TX, United States, 78735
Similar Jobs
Financial Services
Lead CX strategy and execution for the Affluent segment: develop CX frameworks, synthesize client and banker feedback, drive end-to-end journey improvements, partner with product, risk, operations, and analytics to prioritize and implement enhancements, and influence stakeholders across the organization to improve metrics like NPS and reduce complaints.
Retail • Sales
Lead front-end operations to ensure excellent customer service: train and coach crew, manage opening/closing, merchandising and cleanliness, perform store manager duties in absence, handle cash register and stock tasks, and meet customer service score goals.
Retail • Sales
Lead front-end operations and customer service to achieve service score goals. Train, coach, recruit, and supervise crew, perform opening/closing, merchandize front end, maintain store cleanliness and safety, and act as store manager in manager's absence.
What you need to know about the Austin Tech Scene
Austin has a diverse and thriving tech ecosystem thanks to home-grown companies like Dell and major campuses for IBM, AMD and Apple. The state’s flagship university, the University of Texas at Austin, is known for its engineering school, and the city is known for its annual South by Southwest tech and media conference. Austin’s tech scene spans many verticals, but it’s particularly known for hardware, including semiconductors, as well as AI, biotechnology and cloud computing. And its food and music scene, low taxes and favorable climate has made the city a destination for tech workers from across the country.
Key Facts About Austin Tech
- Number of Tech Workers: 180,500; 13.7% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Dell, IBM, AMD, Apple, Alphabet
- Key Industries: Artificial intelligence, hardware, cloud computing, software, healthtech
- Funding Landscape: $4.5 billion in VC funding in 2024 (Pitchbook)
- Notable Investors: Live Oak Ventures, Austin Ventures, Hinge Capital, Gigafund, KdT Ventures, Next Coast Ventures, Silverton Partners
- Research Centers and Universities: University of Texas, Southwestern University, Texas State University, Center for Complex Quantum Systems, Oden Institute for Computational Engineering and Sciences, Texas Advanced Computing Center
