Senior Customer Success Specialist

About the job

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 an analytical and strategic Senior Customer Success Specialist to drive value realization, adoption, and growth for our North American enterprise clients. In this role, you will serve as the primary strategic advisor to our most critical "Tier 1" accounts. You will own the full success lifecycle—from onboarding to renewal and expansion—ensuring our clients achieve long-term success through the Hexnode UEM ecosystem. As a Senior Customer Success Specialist at Hexnode, you will be the bridge between our cutting-edge UEM technology and our clients' mission-critical outcomes. If you thrive on technical complexity, consult with confidence at the C-suite level, and are driven by data-backed growth, we want you on our team! Note: This role requires full flexibility to work shifts aligned with U.S. business hours (EST/PST). Responsibilities • Serve as the primary point of contact for a portfolio of 200–250 enterprise accounts, ensuring their business outcomes are met through the Hexnode ecosystem. • Proactively identify business goals and align them with platform capabilities. • Drive deep product adoption through data-driven success planning, regular business reviews (QBRs), and tailored optimization strategies. • Own the renewal pipeline for your portfolio, taking full responsibility for hitting specific churn and expansion targets in close partnership with Sales. • Monitor and manage critical health metrics, including Net Retention Rate (NRR), NPS, and Churn Rate, providing actionable insights. • Act as the primary internal advocate for your clients, collaborating with Product and Engineering to influence the product roadmap based on North American market trends. • Navigate and maintain strong relationships with operational and C-suite stakeholders, providing expert guidance through complex technical issues and escalations. • Contribute to the creation of case studies, testimonials, and customer reference programs to build community and trust. Required Skills & Qualifications • 6 plus years in Customer Success, Account Management, or a similar customer-facing technical role with enterprise SaaS products. • Deep knowledge of Unified Endpoint Management (UEM) platforms. • Proven ability to translate complex data insights into actionable retention and growth strategies. • Proven track record of successfully managing high-growth enterprise accounts in the US, EMEA, or APAC markets. • Comfortable with data analysis, dashboards, and customer health metrics. • Ability to manage multiple accounts and prioritize tasks effectively. • Exceptional communication and relationship-building skills with the poise to navigate both operational and C-suite levels effectively.

Requirements

• Customer Success
• Account Management
• Technical Role
• Enterprise SaaS
• Unified Endpoint Management
• Data Analysis
• Communication Skills

Qualifications

• 6+ years experience in Customer Success
• Degree in related field (implied)

Preferred Technologies

• Customer Success
• Account Management
• Technical Role
• Enterprise SaaS
• Unified Endpoint Management
• Data Analysis
• Communication Skills

About the company

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, Hexnode is revolutionizing the enterprise software and cybersecurity landscape.