Senior Director, Customer Experience

NAVEX•Lake Oswego, OR

13d

About The Position

As a member of NAVEX’s Customer Experience leadership team, the Senior Director, Customer Experience shapes how the company delivers scalable, differentiated experiences for SMB and Mid-Market customers. The role defines the operating model and digital and human-touch journeys, and builds the performance discipline needed to strengthen adoption, retention, customer health, and expansion readiness while improving productivity and cost-to-serve. The position turns customer and business insights into action by developing leaders, applying data, technology, and AI, and helping teams work more effectively. Its ultimate aim is to strengthen retention and build lasting customer relationships.

Requirements

8+ years of progressive experience in Customer Success, Customer Experience, Account Management, or SaaS post-sales, including 5+ years leading customer-facing teams and demonstrated success leading through managers.
Demonstrated success designing, building, or transforming a scaled Customer Success or Customer Experience model for Mid-Market and/or SMB portfolios, including digital or one-to-many engagement programs.
Proven success improving retention, adoption, customer health, renewal performance, and expansion readiness in a recurring-revenue environment.
Ability to connect customer data, portfolio economics, capacity, and performance metrics to decisions.
Experience using customer success platforms, CRM, analytics, automation, and emerging AI capabilities to improve scale and productivity.
Track record of turning strategy into practical processes, playbooks, governance, measurement, and sustained team adoption in an evolving environment.
Strong communication and stakeholder-management skills, including the ability to align senior leaders and cross-functional partners around shared customer and business outcomes.
Ability to balance customer advocacy, commercial outcomes, operational efficiency, and long-term relationship value while managing competing priorities.

Responsibilities

Define and execute the CX vision, operating model, and roadmap for Mid-Market and SMB customers, aligned with company growth, retention, and customer-value priorities.
Create customer engagement tiers based on need, value, lifecycle stage, complexity, health, and risk, with defined triggers for digital, pooled, one-to-many, and high-touch support.
Build digital and one-to-many experiences, including lifecycle campaigns, webinars, office hours, communities, digital business reviews, and AI-enabled guidance.
Lead, coach, and develop managers and their CXM teams, establishing expectations, succession and talent practices, and a culture of accountability, learning, inclusion, and customer advocacy.
Drive retention, adoption, customer health, renewal readiness, satisfaction, and expansion signals while optimizing capacity, portfolio design, productivity, and cost-to-serve.
Standardize lifecycle motions, playbooks, account prioritization, renewal execution, and risk escalation; use health signals, leading indicators, and portfolio insights to focus interventions and improve performance.
Partner with Operations and Technology teams to optimize platforms such as Gainsight, CRM, digital engagement tools, and AI capabilities; automate low-value work and improve personalization, insight, and execution.
Establish a disciplined approach to pilots, experimentation, measurement, and iteration; scale successful programs and retire those that do not work.
Collaborate with Sales, Marketing, Product, Services, Support, Finance, and Operations to align handoffs, communications, product feedback loops, renewal motions, and expansion opportunities, and translate segment feedback into actionable recommendations.
Translate transformation priorities into adopted operating practices, communications, enablement, and inspection mechanisms; engage executive stakeholders when needed to resolve systemic or high-impact customer issues.