Customer Success Lead

About Mitsogo | Hexnode: Mitsogo is a global organization that highly values the contributions of each employee. Our ability to attract top talent is a testament to our commitment to fostering a sense of belonging for everyone.We recognize the rapid evolution of technology and society that impacts our industry, and we prioritize equipping our employees with diverse opportunities and empowering them with a wide range of skills.

Hexnode, the Enterprise software division of Mitsogo Inc., was founded to simplify how people work. Operating in over 100 countries, Hexnode UEM empowers organizations in diverse sectors. Fueling the transformation to a seamless ecosystem of connected tools, Hexnode is revolutionizing the enterprise software and cybersecurity landscape.

Job Overview: As a Customer Success Lead supporting the U.S. market, you will oversee a team of executives to ensure the successful onboarding, retention, and growth of our North American enterprise clients. You will be responsible for defining team strategies, managing high-level escalations, and driving the overall customer success roadmap. Responsibilities: - Strategic Account Management: Manage a portfolio of high-value "Tier 1" enterprise accounts and act as the primary point of contact for executive-level stakeholders. Team

Leadership & Mentorship: Lead, coach, and mentor a team of Customer Success Executives to achieve individual and collective KPIs. - Process Optimization: Develop and refine customer success playbooks, onboarding frameworks, and training sessions tailored to the U.S. market. - Performance Tracking: Monitor team-wide metrics including Net Promoter Score (NPS), Churn Rate, and Customer Lifetime Value (CLV) to report on department health to leadership. - Cross-Functional Advocacy: Serve as the senior "voice of the customer" in collaborations with Product, Sales, and Support teams to influence the product roadmap. - Escalation Management: Act as the first point of escalation for complex customer issues, ensuring timely and effective resolution. - Revenue Growth: Identify systemic opportunities for upselling or cross-selling and oversee the renewal process for the team's entire account base.

Requirements and Qualifications - Experience: 8+ years of experience in Customer Success or Account Management, with at least 2 years in a leadership or senior role within the SaaS or IT security industry. - Strategic Mindset: Proven ability to translate data insights into actionable retention and growth strategies. - Shift Flexibility: Complete willingness to work night shifts aligned with U.S. business hours. - Technical Proficiency: Advanced familiarity with CRM tools (e.G., Salesforce, Gainsight) and data visualization tools (e.G., Power BI, Tableau). - Education: Bachelor's degree in Business, Technology, or a related field (MBA is a plus). - Certifications: Relevant certifications in Customer Success Leadership or IT Security are highly preferred.