Senior Customer Experience Manager

Navex • Charlotte, NC

2d • Hybrid

About The Position

NAVEX is seeking an Enterprise Senior Customer Experience Manager (CXM) to deliver personalized, strategic experiences for important enterprise customers. The role manages a focused portfolio of enterprise accounts and ensures customers achieve measurable value from NAVEX solutions. The CXM serves as a trusted advisor to executive stakeholders, strengthens customer relationships, drives product adoption, and supports long-term partnership success. The position partners 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.

Requirements

• 8+ 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.

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.
• Serve as the central point of coordination 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.
• Drive proactive engagement using 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 success and growth.
• Supportive, collaborative culture and ownership of meaningful work.

What This Job Offers

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