Manager, Customer Experience - Strategic Enterprise

NAVEX • Charlotte, NC

17h • Hybrid

About The Position

NAVEX is seeking a Manager, Customer Experience to lead a team of Strategic Enterprise Customer Experience Managers serving its most strategic enterprise customers. The role is responsible for driving customer retention, adoption, satisfaction, and expansion readiness through strong talent development, operational excellence, and consistent execution of NAVEX’s Customer Lifecycle Value & Impact Framework.

The manager will coach and develop the team to help customers achieve measurable business outcomes and build trusted relationships with executive stakeholders. They will partner with Sales, Product, Services, Support, and Leadership teams to elevate the customer experience and scale effective practices across the organization. This is a hybrid role.

NAVEX describes its culture as high-performance, candid, supportive, and focused on purpose, accountability, continuous improvement, growth, and rewarding measurable outcomes. The starting pay is $125,000 per annum with 10% MBO.

Requirements

• 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 customer experience strategies.
• Analytical mindset and 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.
• 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.

Responsibilities

• Lead, coach, and develop a team of Strategic Enterprise Customer Experience Managers focused on delivering exceptional customer outcomes and experiences.
• Drive team performance across 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 internal and external executive stakeholders to strengthen strategic customer relationships and resolve escalated risks.
• Monitor portfolio health trends and use analytics to proactively identify risks, opportunities, and operational improvements.
• Collaborate 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 to improve customer experience delivery and team effectiveness.
• Support organizational change initiatives and drive adoption of new tools, workflows, and customer engagement strategies.
• Foster a high-performance, accountable, and growth-oriented team culture aligned with NAVEX values.
• Leverage job competencies and champion NAVEX’s core values.

Benefits

• Competitive compensation designed to recognize measurable outcomes and impact.
• Authentic feedback, accountability, and leaders invested in employee success and growth.
• Support and investment in employee success.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed