Customer Success Lead

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.