NAVEX is seeking a Mid-Market Customer Experience Manager (CXM) to deliver highly personalized and strategic experience for our most important Mid-market customers. This role is responsible for managing a focused portfolio of accounts and ensuring customers achieve measurable value from NAVEX solutions.
As a Mid-Market CXM, you will serve as a trusted advisor to executive stakeholders and plays a key role in strengthening customer relationships, driving product adoption, and ensuring long-term partnership success. This role partners closely with cross-functional teams to execute NAVEX's Customer Lifecycle Value & Impact Framework and deliver a consistent, value-driven customer experience.
What you'll do:- Own the experience for a portfolio of mid-market customers, ensuring consistent engagement and measurable value realization
- Build trusted advisor relationships with executive and senior stakeholders across customer organizations
- Guide mid-market customers through the full lifecycle including onboarding, adoption, optimization, renewal, and expansion readiness
- Serve as the central point of coordination across sales, product, services, support and leadership teams
- Lead internal account strategy discussions to ensure alignment of engagement plans, risk mitigation, and growth opportunities
- Capture and communicate voice-of-the-customer insights to influence product roadmap discussions and operational improvements
- Monitor customer health indicators including adoption, engagement, satisfaction, and business outcome achievement
- Identify opportunities to strengthen customer advocacy through references, case studies, advisory boards, and industry speaking opportunities
- Drive proactive engagement using customer insights, telemetry, and lifecycle analytics to anticipate customer needs and address risks early
What you'll bring:- 5+ years in Customer Success, Customer Experience, Account Management, or SaaS post-sales leadership
- Proven ability to improve retention, expansion, and global CX performance
- Expertise in data-driven CX, customer health, and lifecycle analytics
- Strong executive communication and cross-functional influence skills
- Culture Agility. Comfort working in a fast-paced, candid environment that values innovation, healthy debate, and follow-through
- AI Readiness. Curiosity and willingness to use AI and emerging technologies to elevate your work and deliver smarter outcomes
- Fuel performance and outcomes. Leverage your job competencies and champion NAVEX's core values
Our side of the deal: - We'll be clear, we'll move fast, and we'll invest in your success. You deserve to be supported, challenged, and rewarded for the impact you make-and we commit to doing that every step of the way.
- The starting pay for this role is $90,000 per annum with a 5% MBO. Discover how you can grow, lead, and make an impact by visiting our career page to learn more.
