NAVEX is seeking a Manager, Customer Experience to lead a team of Enterprise Customer Experience Managers responsible for delivering strategic, value-driven engagement across our most strategic enterprise customer base. This leader will drive customer retention, adoption, satisfaction, and expansion readiness by developing high-performing talent, strengthening operational excellence, and ensuring consistent execution of NAVEX's Customer Lifecycle Value & Impact Framework.
As a Manager, Customer Experience, you will coach and develop a team focused on helping customers realize measurable business outcomes while building trusted relationships with executive stakeholders. You will partner cross-functionally with Sales, Product, Services, Support, and Leadership teams to elevate the customer experience and scale best practices across the organization.
What you'll do:- Lead, coach, and develop a team of Enterprise Customer Experience Managers focused on delivering exceptional customer outcomes and experiences
- Drive team performance across key customer success metrics including retention, adoption, customer satisfaction, and expansion readiness
- Establish operational rigor and consistency in customer engagement strategies, account planning, and lifecycle execution
- Partner with executive stakeholders internally and externally to strengthen strategic customer relationships and resolve escalated risks
- Monitor portfolio health trends and leverage analytics to proactively identify risks, opportunities, and operational improvements
- Collaborate cross-functionally with Sales, Product, Services, Support, and Leadership teams to align customer strategies and business priorities
- Champion customer advocacy initiatives including references, advisory boards, case studies, and strategic customer engagement programs
- Build scalable processes, playbooks, and best practices that improve customer experience delivery and team effectiveness
- Support organizational change initiatives and help drive adoption of new tools, workflows, and customer engagement strategies
- Foster a high-performance, accountable, and growth-oriented team culture aligned to NAVEX values
What you'll bring:- 5+ years of experience in Customer Success, Customer Experience, Account Management, or SaaS post-sales leadership
- 3+ years of people leadership experience managing customer-facing teams
- Proven success improving customer retention, adoption, and expansion performance within enterprise or SaaS environments
- Strong coaching, mentoring, and performance management capabilities
- Expertise in customer health frameworks, lifecycle management, and data-driven CX strategies
- Analytical mindset with the ability to translate data into strategic insights
- Strong communication, cross-functional collaboration and problem-solving skills
- Ability to manage competing priorities in a fast-paced, high-growth environment
- 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 $125,000 per annum with a 10% MBO. Discover how you can grow, lead, and make an impact by visiting our career page to learn more.
