Lead - Account Manager
Mitsogo Inc
Salary undisclosed
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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.
About this role
Mitsogo's Manila office is building out its Customer Success leadership, and this role puts you in charge of establishing how the team operates locally while managing relationships with enterprise clients across the Asia-Pacific region. You'll lead a team of Customer Success Associates, design the playbooks and processes that define how Hexnode supports IT administrators and security leaders, and serve as the escalation point for complex accounts. The position bridges local execution with global strategy, so you'll be feeding insights back to headquarters while implementing their vision on the ground.
The ideal candidate has spent at least six years in Customer Success or Account Management within SaaS or cybersecurity, with two years managing people directly. You should have a track record retaining and expanding high-value enterprise accounts, and you're comfortable building or refining workflows, health-scoring models, and data-driven retention strategies. Strong communication skills matter—you'll need to influence C-suite clients, coach your team on technical UEM concepts, and collaborate across Sales, Support, and Product.
This is a full-time, in-office role requiring flexibility for rotating shifts to support Hexnode's 24/7 global operations. A bachelor's degree in business, IT, or a related field is required.
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Pay for this role
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