Lead - Account Manager

<h2>About Hexnode</h2> <p>Hexnode is a <strong>global leader in Unified Endpoint Management (UEM)</strong><strong>, trusted</strong> by over 100 countries and managing millions of devices worldwide. With a rapid pace of innovation, we have established ourselves as a dominant force across Apple, Windows, Android, macOS, Linux, and tvOS. Fuelling the transformation to a seamless ecosystem of connected tools, Hexnode is revolutionizing the enterprise software and cybersecurity landscape.</p> <p><strong>The role</strong></p> <p>We are seeking a <strong>Customer Success Lead</strong> to spearhead our Customer Success operations in the Philippines. In this pivotal leadership role, you will move beyond individual account management to build and scale a high-performing team of Customer Success Associates. You will be responsible for defining the local Customer Success strategy, acting as a bridge between our Manila operations and global leadership. Your mission is to foster a culture of excellence, ensuring our team effectively partners with IT administrators and CISOs to secure and optimize their global device fleets.</p> <p><strong>Note:</strong> This is a full-time, onsite role. Candidates must be available for rotating shifts to support our 24/7 global operations and international client base.</p> <h2>Responsibilities</h2> <p><strong>Team Leadership &amp; Coaching</strong></p> <ul> <li>Lead, coach, and inspire a team of CS Associates. Conduct regular 1:1s, performance reviews, and technical training sessions to level up the team’s UEM expertise.</li> <li>Identify skill gaps within the team and create tailored development plans to ensure every member is equipped to function as a "Security Trusted Advisor."</li> </ul> <p><strong>Process Optimization &amp; Strategy</strong></p> <ul> <li>Design, implement, and refine CS playbooks for onboarding, lifecycle management, and expansion to ensure a consistent, world-class customer experience.</li> <li>Proactively identify friction points in the deployment process and create scalable, data-backed solutions to streamline the customer journey.</li> <li>Partner with global leadership (Rachana) to align local initiatives with global business goals, ensuring the Customer Success team is a key driver of Hexnode’ s growth.</li> </ul> <p><strong>Strategic Account Oversight</strong></p> <ul> <li>Serve as the senior point of contact for critical enterprise accounts, stepping in to resolve complex technical or relationship hurdles.</li> <li>Oversee the team’s book of business, using data-driven health scores to forecast renewals and identify high-value expansion opportunities within global subsidiaries.</li> </ul> <p><strong>Cross-Functional Advocacy</strong></p> <ul> <li>Consolidate feedback from the Manila team to provide Engineering and Product teams with high-level insights that shape the Hexnode roadmap.</li> <li>Work closely with Sales, Support, and Talent Acquisition to ensure seamless team integration and a unified approach to market penetration.</li> </ul> <p><strong>Required Skills &amp; Qualifications</strong></p> <ul> <li>6+ years in Customer Success/Account Management, with at least 2 years in a direct people management role within SaaS or Cybersecurity.</li> <li>Proven record of managing and retaining high-value enterprise accounts.</li> <li>Experience building or improving internal workflows, CS playbooks, and health-scoring models.</li> <li>Ability to translate raw data into actionable retention and expansion strategies.</li> <li>Exceptional English proficiency, with the ability to influence both C-suite executives and internal technical teams.</li> <li>Bachelor’s degree in business, Information Technology, or a related field.</li> </ul> <p>&nbsp;</p> <p>Hexnode is an Equal Opportunity Employer. We welcome and encourage candidates of all backgrounds, identities, and experiences to apply.</p>