8+ 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
Comfort working in a fast-paced, candid environment that values innovation and healthy debate
Curiosity and willingness to use AI and emerging technologies to elevate work
Ability to leverage competencies and champion NAVEX's core values
Responsibilities
Own the experience for a portfolio of strategic enterprise customers, ensuring consistent engagement and measurable value realization
Build trusted advisor relationships with executive and senior stakeholders across customer organizations
Guide enterprise 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
Benefits
Clear communication and fast-moving processes
Investment in employee success and growth
Supportive and challenging work environment
Recognition and rewards for impactful contributions
Full Job Description
NAVEX is seeking an Enterprise Senior Customer Experience Manager (CXM) to deliver highly personalized and strategic experience for our most important enterprise customers. This role is responsible for managing a focused portfolio of Enterprise accounts and ensuring customers achieve measurable value from NAVEX solutions.
As an Enterprise Senior CXM, you will serve as a trusted advisor to executive stakeholders and play 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 strategic enterprise customers, ensuring consistent engagement and measurable value realization
Build trusted advisor relationships with executive and senior stakeholders across customer organizations
Guide enterprise 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:
8+ 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 $115,000 per annum with 10% MBO. Discover how you can grow, lead, and make an impact by visiting our career page to learn more.
