Customer Success Manager

About Hexnode

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.

Role Overview

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.

Key Responsibilities

Customer Relationship Management

• Serve as the primary point of contact for assigned accounts.

• Build trusted relationships with key stakeholders and decision-makers.

• Onboarding & Adoption

Guide customers through onboarding and implementation.

• Drive product adoption by educating customers on features, best practices, and use cases.

Account Growth & Retention

• Identify upsell and cross-sell opportunities within existing accounts.

• Pitch relevant case studies to demonstrate value and encourage expansion.

• Negotiate and secure multi-year contracts with existing customers to strengthen long-term partnerships.

• Proactively manage churn risk and develop retention strategies.Customer Advocacy

• Act as the voice of the customer internally, providing feedback to product and support teams.

• Ensure customer satisfaction by resolving issues promptly and effectively.

Performance Tracking

• Monitor account health metrics (usage, engagement, renewals).

• Prepare and deliver quarterly business reviews (QBRs) to customers.

Qualifications & Skills

• Experience: 2–5 years in Customer Success, Account Management, or Sale(preferably in SaaS or technology).

• Communication: Strong verbal and written communication skills; ability to present to senior stakeholders.

• Problem-Solving: Analytical mindset with the ability to understand customer challenges and propose solutions.

• Product Knowledge: Ability to quickly learn and articulate product capabilities.

• Negotiation: Skilled in pitching case studies and securing multi-year contracts.

• Collaboration: Team player with cross-functional coordination skills (Sales,Product, Support).

• Flexibility: Willingness to work across time zones and adapt to customer needs.

Performance Metrics

• Customer retention rate.

• Net revenue retention (NRR).

• Customer satisfaction (CSAT/NPS).

• Product adoption and usage growth.

• Upsell/cross-sell revenue contribution.

• Number/value of multi-year contracts secured.

• Secure Case Studies from Happy Customers.

Ideal Candidate Profile

• Customer-centric mindset with a passion for helping clients succeed.

• Strong presentation, negotiation, and relationship-building skills.

• Ability to balance multiple accounts and prioritize effectively.

• Self-motivated, proactive, and eager to learn.