Lead - Account Manager

Job description

## About Hexnode Hexnode is a **global leader in Unified Endpoint Management (UEM)****, trusted** 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. **The role** We are seeking a **Customer Success Lead** 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. **Note:** 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. ## Responsibilities **Team Leadership & Coaching** - 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. - Identify skill gaps within the team and create tailored development plans to ensure every member is equipped to function as a "Security Trusted Advisor." **Process Optimization & Strategy** - Design, implement, and refine CS playbooks for onboarding, lifecycle management, and expansion to ensure a consistent, world-class customer experience. - Proactively identify friction points in the deployment process and create scalable, data-backed solutions to streamline the customer journey. - 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. **Strategic Account Oversight** - Serve as the senior point of contact for critical enterprise accounts, stepping in to resolve complex technical or relationship hurdles. - Oversee the team’s book of business, using data-driven health scores to forecast renewals and identify high-value expansion opportunities within global subsidiaries. **Cross-Functional Advocacy** - Consolidate feedback from the Manila team to provide Engineering and Product teams with high-level insights that shape the Hexnode roadmap. - Work closely with Sales, Support, and Talent Acquisition to ensure seamless team integration and a unified approach to market penetration. **Required Skills & Qualifications** - 6+ years in Customer Success/Account Management, with at least 2 years in a direct people management role within SaaS or Cybersecurity. - Proven record of managing and retaining high-value enterprise accounts. - Experience building or improving internal workflows, CS playbooks, and health-scoring models. - Ability to translate raw data into actionable retention and expansion strategies. - Exceptional English proficiency, with the ability to influence both C-suite executives and internal technical teams. - Bachelor’s degree in business, Information Technology, or a related field. Hexnode is an Equal Opportunity Employer. We welcome and encourage candidates of all backgrounds, identities, and experiences to apply.