Customer Experience Manager, Enterprise
About The Position
NAVEX is seeking an Enterprise Customer Experience Manager (CXM) to deliver highly personalized and strategic experiences for its most important enterprise customers. The role manages a focused portfolio of enterprise accounts and ensures customers achieve measurable value from NAVEX solutions. The Enterprise CXM serves as a trusted advisor to executive stakeholders, strengthening customer relationships, driving product adoption, and supporting long-term partnership success. The role partners closely with cross-functional teams to execute NAVEX’s Customer Lifecycle Value & Impact Framework and deliver a consistent, value-driven customer experience. This is a hybrid role with a collaborative team. The starting pay is $90,000 per annum with 10% MBO.
Requirements
- 5+ years 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.
- Ability to 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 business outcome achievement.
- 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.
Benefits
- Competitive compensation designed to recognize measurable outcomes and impact.
- Supportive culture with open communication and continuous improvement.
- Feedback, accountability, and leadership investment in employee growth.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
