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.
ResponsibilitiesTeam 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.
Skills Required
- 6+ years in Customer Success/Account Management with at least 2 years in a direct people management role
- 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 C-suite executives and internal technical teams
- Bachelor's degree in business, Information Technology, or a related field
What We Do
Ever since its establishment almost a decade ago, Mitsogo has been rewriting the concept of Enterprise mobility. As a leading provider of Business Mobility and Enterprise Management solutions, we bring a fresh perspective on how businesses function along with a vision to empower the digital workplace. Our main goal is to provide world-class security for all your corporate endpoints with a touch of simplicity. Our flagship product, Hexnode, realizes this vision to define the phrase ‘device management simplified’. With customers and partners from more than 100 countries, we have an active community that strives to meet our goals. Our dedicated team works together to build, transform, and reinvent technology to provide our customers with the best experience in the industry. To learn more about Mitsogo, visit www.mitsogo.com
