Portnox · 23 hours ago
Customer Experience Manager
Austin, TX
Full-time
Hybrid
Mid, Senior Level
3+ years expPortnox is a company that offers cloud-native network and endpoint security solutions. They are seeking a Customer Experience Manager to drive customer satisfaction and success throughout the customer lifecycle, focusing on onboarding, engagement, and strategic account management.
SecuritySoftwareWireless
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
Qualification
Required
3–7 years in customer success, customer experience, sales, project management, or account management, preferably within SaaS or cybersecurity
Familiarity with Salesforce and other customer success tools (e.g., GUIDEcx, Planhat, or similar) is a strong plus
Experience managing technical projects
Exceptional verbal and written communication skills, with the ability to engage with technical and non-technical stakeholders at all levels
Strong project management skills with the ability to juggle multiple priorities while maintaining attention to detail
Proactive, solutions-oriented mindset with a focus on delivering high-quality results
A customer-centric approach with a passion for ensuring customers achieve their desired outcomes
A collaborative attitude with the ability to work cross-functionally in a fast-paced, growth-oriented environment
Bachelor's degree or equivalent experience in a related field
Benefits
Competitive compensation and benefits package.
Company
Portnox
Portnox is a market leader for network access control and management solutions that scale from small to medium enterprises.
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
$59.5MKey Investors
Updata PartnersElsewhere Partners
2025-04-08Series B· $37.5M
2022-01-27Series A· $22M
Leadership Team
Denny LeCompte
Chief Executive Officer
Idan Kuperman
VP Customer Experience
Recent News
2026-01-17
Company data provided by crunchbase