Customer Experience Manager

OneAxiom • Full-time • Miami-Fort Lauderdale Area, US • 1d ago

Company Overview

OneAxiom is a dynamic company delivering innovative cybersecurity solutions that empower businesses to thrive. We are seeking a talented Customer Experience Manager to join our growing team, who will ensure our clients realize maximum value from our managed security solutions and become enthusiastic advocates for OneAxiom.

Job Title: Customer Experience Manager

Location: Remote (Preference for US-based)

Employment Type: Full-Time

Department: Customer Experience / Success

Reports To: CRO (Head of Sales)

Job Summary

The Customer Experience Manager (CXM) will play a critical role in supporting OneAxiom’s sales team and SOC team by becoming the strategic partner and primary post-sale contact for clients. You will own the client lifecycle—onboarding, engagement, renewal, and expansion—by delivering proactive guidance, deep relationship-building, and a best-in-class experience that drives retention and growth. The ideal candidate is passionate about customers and data, delivering outcome-base strategies, and cross-team collaboration.

Key Responsibilities

Client Relationship Management

Build and maintain trust with senior stakeholders across client organizations.
Serve as the client advocate internally, ensuring customer needs are met.
Translate customer feedback loop to help influence roadmaps and priorities.
Create referenceable case studies where appropriate.

Onboarding & Enablement

Project-Manage and coordinate cross-functional resources (TAM, SOC, Engineering, Sales, Executives) to hit onboarding milestones and drive rapid time-to-value.
Deliver training and resources to boost platform adoption and user proficiency.

Ongoing Customer Engagement

Coordinate customer meetings and ensure the right business and technical stakeholders are present.
Collaborate with SOC / Technical Account Manager (TAM) teams to standardize, automate, and improve Executive Business Reviews (EBR) decks, pulling metrics directly from internal systems.
Co-lead EBRs with the TAM (technical), capturing next steps.
Own follow-ups: drive business actions to closure and quarterback technical tasks with Executives, SOC, and Engineering.

Experience Planning & Expansion

Develop forward-looking success plans aligned to each client’s security posture, KPIs, and compliance drivers.
Identify upsell / cross-sell opportunities, partnering with SOC to expand account value through outcome-focused conversations.

Health Monitoring & Retention

Develop, improve, and track leading indicators (utilization/engagement, NPS / Customer Health Scores, SLA metrics) to surface churn risks early.
Execute mitigation and success-recovery playbooks to protect and grow ARR.

Incident & Escalation Management

Collaborate with SOC / Technical Account Manager (TAM) teams to ensure clear, timely communication during security incidents.
Own post-incident reviews and follow-up actions with the customer.

Qualifications

Education: Bachelor’s degree in Business, Information Security, Communications, or a related field preferred.
Experience:
4+ years in Customer Success, Account Management, or Cybersecurity Consulting—ideally within an MSSP or SaaS security vendor.
Proven track record of driving retention and expansion in B2B accounts.
Skills & Competencies:
Deep understanding of managed security services (SIEM, EDR, compliance frameworks such as NIST, ISO, HIPAA).
Excellent communication, presentation, and relationship-building skills—comfortable with C-suite conversations.
Strong analytical mindset; ability to interpret usage data and craft actionable client strategies.
Project-management discipline with attention to detail and follow-through.
Technical Proficiencies:
Familiarity with CRM and CS platforms (Salesforce, HubSpot, etc.).
Exposure to SIEM/EDR tools (CrowdStrike, Splunk, Elastic, SentinelO, etc.).
Proficiency in productivity and collaboration suites (Google Workspace/365).

Preferred Qualifications

Experience running EBRs for cybersecurity services.
Security certifications (e.g., CISSP, CSM, ITIL) are a plus.
Background working with regulated industries (healthcare, financial services, energy).

Expected Results

Client Satisfaction (CSAT) & Net Promoter Score (NPS).
Renewal and Net Revenue Retention (NRR).
Expansion ARR generated.
Time-to-Value (TTV) and Service Adoption rates.
Churn and Escalation trends.

Why Join OneAxiom?

Join a fast-growing, mission-driven company at the forefront of cybersecurity services.
Work in a collaborative, remote-first environment with a focus on professional growth and development.
Competitive salary, comprehensive benefits, and opportunities for career advancement.
Make a direct impact on sales performance and company growth through data-driven insights and process innovation.

How to Apply

Apply here and please submit your resume and a cover letter detailing your experience in sales operations, demand generation, and process optimization to careers@oneaxiom.com. We are excited to hear how you can contribute to our team!

OneAxiom is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.