Customer Success Manager

<p class="p2"><strong>About Hexnode</strong></p> <p>Hexnode is a global leader in Unified Endpoint Management (UEM), trusted in over 100 countries and managing millions of devices worldwide. With continuous innovation across Apple, Windows, Android, Linux, and tvOS ecosystems, Hexnode is redefining enterprise mobility and cybersecurity. As we expand our Extended Detection and Response (XDR) capabilities, we are building a next-generation data platform designed for massive scalability, real-time intelligence, and high-performance security analytics.</p> <p class="p3"><strong>Role Overview</strong></p> <p class="p4">The Customer Success Account Manager (CSAM) is responsible for building strong, long-term relationships with customers, ensuring they achieve maximum value from our solutions, and driving retention and growth. This role combines customer advocacy, product expertise, and business acumen to help clients succeed while supporting the company’s strategic objectives.</p> <p class="p3"><strong>Key Responsibilities</strong></p> <p class="p4"><strong>Customer Relationship Management</strong></p> <p class="p4"><span class="s1">•</span> Serve as the primary point of contact for assigned accounts.</p> <p class="p4"><span class="s1">•</span> Build trusted relationships with key stakeholders and decision-makers.</p> <p class="p4"><span class="s1">•</span> Onboarding &amp; Adoption</p> <p class="p4"><strong>Guide customers through onboarding and implementation.</strong></p> <p class="p4"><span class="s1">•</span> Drive product adoption by educating customers on features, best practices, and&nbsp;use cases.</p> <p class="p4"><strong>Account Growth &amp; Retention</strong></p> <p class="p4"><span class="s1">•</span> Identify upsell and cross-sell opportunities within existing accounts.</p> <p class="p4"><span class="s1">•</span> Pitch relevant case studies to demonstrate value and encourage expansion.</p> <p class="p4"><span class="s1">•</span> Negotiate and secure multi-year contracts with existing customers to&nbsp;strengthen long-term partnerships.</p> <p class="p4"><span class="s1">•</span> Proactively manage churn risk and develop retention strategies.Customer Advocacy</p> <p class="p4"><span class="s1">•</span> Act as the voice of the customer internally, providing feedback to product and&nbsp;support teams.</p> <p class="p4"><span class="s1">•</span> Ensure customer satisfaction by resolving issues promptly and effectively.</p> <p class="p4"><strong>Performance Tracking</strong></p> <p class="p4"><span class="s1">•</span> Monitor account health metrics (usage, engagement, renewals).</p> <p class="p4"><span class="s1">•</span> Prepare and deliver quarterly business reviews (QBRs) to customers.</p> <p class="p3"><strong>Qualifications &amp; Skills</strong></p> <p class="p4"><span class="s1">•</span> Experience: 2–5 years in Customer Success, Account Management, or Sale(preferably in SaaS or technology).</p> <p class="p4"><span class="s1">•</span> Communication: Strong verbal and written communication skills; ability to&nbsp;present to senior stakeholders.</p> <p class="p4"><span class="s1">•</span> Problem-Solving: Analytical mindset with the ability to understand customer&nbsp;challenges and propose solutions.</p> <p class="p4"><span class="s1">•</span> Product Knowledge: Ability to quickly learn and articulate product capabilities.</p> <p class="p4"><span class="s1">•</span> Negotiation: Skilled in pitching case studies and securing multi-year contracts.</p> <p class="p4"><span class="s1">•</span> Collaboration: Team player with cross-functional coordination skills (Sales,Product, Support).</p> <p class="p4"><span class="s1">•</span> Flexibility: Willingness to work across time zones and adapt to customer needs.</p> <p class="p3"><strong>Performance Metrics</strong></p> <p class="p4"><span class="s1">•</span> Customer retention rate.</p> <p class="p4"><span class="s1">•</span> Net revenue retention (NRR).</p> <p class="p4"><span class="s1">•</span> Customer satisfaction (CSAT/NPS).</p> <p class="p4"><span class="s1">•</span> Product adoption and usage growth.</p> <p class="p4"><span class="s1">•</span> Upsell/cross-sell revenue contribution.</p> <p class="p4"><span class="s1">•</span> Number/value of multi-year contracts secured.</p> <p class="p4"><span class="s1">•</span> Secure Case Studies from Happy Customers.</p> <p class="p3"><strong>Ideal Candidate Profile</strong></p> <p class="p4"><span class="s1">•</span> Customer-centric mindset with a passion for helping clients succeed.</p> <p class="p4"><span class="s1">•</span> Strong presentation, negotiation, and relationship-building skills.</p> <p class="p4"><span class="s1">•</span> Ability to balance multiple accounts and prioritize effectively.</p> <p class="p4"><span class="s1">•</span> Self-motivated, proactive, and eager to learn.</p>