Lead - Account Manager

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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.