Senior Customer Experience Manager
About The Position
NAVEX is seeking an Enterprise Senior Customer Experience Manager (CXM) to manage a focused portfolio of strategic enterprise customers and deliver personalized experiences that help customers 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 CXM works closely 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 on a collaborative team.
Requirements
- At least 8 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.
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 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 inform 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.
- 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 growth.
- Support and investment in employee success.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
