5+ years in Customer Success, Customer Experience, Account Management, or SaaS post-sales leadership
3+ years of people leadership experience managing customer-facing teams
Proven success in improving customer retention, adoption, and expansion performance
Strong coaching, mentoring, and performance management capabilities
Expertise in customer health frameworks and data-driven CX strategies
Analytical mindset with the ability to translate data into strategic insights
Strong communication and cross-functional collaboration skills
Ability to manage competing priorities in a fast-paced environment
Responsibilities
Lead, coach, and develop a team of Strategic Enterprise Customer Experience Managers
Drive team performance across key customer success metrics
Establish operational rigor in customer engagement strategies and lifecycle execution
Partner with executive stakeholders to strengthen strategic customer relationships
Monitor portfolio health trends and leverage analytics to identify risks and opportunities
Collaborate cross-functionally to align customer strategies with business priorities
Champion customer advocacy initiatives and strategic engagement programs
Build scalable processes and best practices to improve customer experience delivery
Benefits
Meaningful purpose in helping organizations operate with integrity
High-performance environment with real ownership and support
Candid, supportive culture that values open communication
Opportunities for authentic feedback and strong accountability
Rewards for measurable outcomes and real impact
Full Job Description
NAVEX is seeking a Manager, Customer Experience to lead a team of Strategic 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.
You'll thrive in this hybrid role surrounded by an engaged, collaborative team deeply committed to your success. Join us and help shape what's next!
What you'll get:
Meaningful Purpose. Your work helps organizations operate with integrity and protect their people-at a scale few companies can match.
High-Performance Environment. We move with urgency, set ambitious goals, and expect excellence. You'll be trusted with real ownership and supported to do the best work of your career.
Candid, Supportive Culture. We communicate openly, challenge ideas-not people-and value teammates who embrace bold thinking and continuous improvement.
Growth That Matters. You can count on authentic feedback, strong accountability, and leaders invested in your success so you can achieve real growth.
Rewards for Results. We provide clear, competitive compensation designed to recognize measurable outcomes and real impact.
What you'll do:
Lead, coach, and develop a team of Strategic 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 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 10% MBO. Discover how you can grow, lead, and make an impact by visiting our career page to learn more.
