Portnox

Cloud-native Zero Trust NAC platform

Customer Experience Manager

Customer SuccessUpdated on Nov 13

Full-timeRemote in PhilippinesNo salary listedRemote

About the Job

Requirements

Three to seven years of experience in customer success, customer experience, sales, project management, or account management; experience in SaaS or cybersecurity is preferred.
Familiarity with Salesforce and other customer success tools such as GUIDEcx or Planhat is a strong plus.
Experience managing technical projects.
Exceptional verbal and written communication skills for engaging with technical and non-technical stakeholders at all levels.
Strong project management skills and the ability to manage multiple priorities while maintaining attention to detail.
A proactive, solutions-oriented approach to problem-solving and delivering high-quality results.
A customer-centric approach focused on helping customers achieve their desired outcomes.
A collaborative attitude and ability to work cross-functionally in a fast-paced environment.
A bachelor's degree or equivalent experience in a related field.

Responsibilities

Lead the customer lifecycle from sales alignment through onboarding, adoption, and growth.
Oversee onboarding for the largest and most strategic accounts, coordinating internal technical teams and customer-side stakeholders to ensure a seamless and timely process.
Serve as the subject matter expert for assigned accounts and build and maintain strong, multi-threaded relationships within customer organizations.
Conduct regular check-ins, monitor customer health, proactively address concerns, and ensure customers are fully utilizing purchased solutions and are satisfied.
Partner with Sales to identify expansion opportunities within existing accounts.
Collaborate with Sales, Product, and Support to deliver a consistent customer experience.
Maintain and update customer health scores, provide account updates to the executive team, and build reports that inform strategic decision-making.
Refine onboarding and customer success processes to improve efficiency and satisfaction.
Build scripts, create documentation, and track key customer interactions using Salesforce and other customer experience tools.

Desired Qualifications

Experience in SaaS or cybersecurity.
Familiarity with Salesforce and customer success tools such as GUIDEcx or Planhat is a strong plus.

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.

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.

About the Company

Portnox

Cloud-native Zero Trust NAC platform

Portnox provides cloud-native Zero Trust access control and cybersecurity solutions with a focus on network access control (NAC). Its cloud-based platform offers network visibility, risk monitoring, and automated security workflows to enforce access policies and maintain compliance across a organization's networks. Revenue comes from subscriptions to the platform and related services. What sets Portnox apart is its scalable cloud-native NAC that integrates visibility, risk assessment, and automated policy enforcement across a wide range of environments—from small and medium businesses to large government and enterprise clients. The company aims to help organizations securely manage who can access their networks and under what conditions, aligning with Zero Trust principles and continuous security posture improvement.

Company size: 51-200
Company stage: Series B
Total funding: $59.5M
Headquarters: Ra'anana, Israel
Founded: 2005

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