Customer Experience Manager, Enterprise

NAVEX•Portland, OR

6d•Hybrid

About The Position

NAVEX is seeking an Enterprise Customer Experience Manager to deliver a personalized, strategic experience for a focused portfolio of enterprise customers and help them achieve measurable value from NAVEX solutions. The role serves as a trusted advisor to executive stakeholders, strengthens customer relationships, drives product adoption, and supports long-term partnership success. The manager partners with cross-functional teams to execute NAVEX’s Customer Lifecycle Value & Impact Framework and provide a consistent, value-driven customer experience. This is a hybrid role.

Requirements

At least 5 years of experience in Customer Success, Customer Experience, Account Management, or SaaS post-sales leadership.
Proven ability to improve retention, expansion, and global customer experience performance.
Expertise in data-driven customer experience, customer health, and lifecycle analytics.
Strong executive communication and cross-functional influence skills.
Comfort working in a fast-paced, candid environment that values innovation, healthy debate, and follow-through.
Curiosity and willingness to use AI and emerging technologies to elevate work and deliver smarter outcomes.
Leverage job competencies and champion NAVEX’s core values.

Responsibilities

Own the experience for a portfolio of 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 onboarding, adoption, optimization, renewal, and expansion readiness.
Coordinate across sales, product, services, support, and leadership teams.
Lead internal account strategy discussions to align 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 achievement of business outcomes.
Identify opportunities to strengthen customer advocacy through references, case studies, advisory boards, and industry speaking opportunities.
Use customer insights, telemetry, and lifecycle analytics to anticipate customer needs and address risks early.