Manager, Customer Experience - Mid Market
About The Position
NAVEX is seeking a Manager, Customer Experience to lead a team of Mid-Market Customer Experience Managers responsible for delivering strategic, value-driven engagement across a focused portfolio of Mid-Market accounts. 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!
Requirements
- 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
Responsibilities
- Lead, coach, and develop a team of Mid-Market 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
Benefits
- Competitive compensation
- 10% MBO
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
