Senior Director, Customer Experience

Navex•Lake Oswego, OR

About The Position

At NAVEX, we’re transforming the world—making it safer, more ethical, and ensuring every voice is heard. That’s real impact.Our high-performance culture is driven by our values. We move with speed, passion and purpose — as one team. We are bold in our ideas, accountable in our actions, and committed to doing the right things right. As a member of the Customer Experience (CX) leadership team, you will shape how we deliver scalable, differentiated experiences for our SMB and Mid-Market customers. You will build the operating model, digital and human-touch journeys, and performance discipline needed to strengthen adoption, retention, customer health and expansion readiness while improving productivity and cost-to-serve.Your end game: strengthen retention and build customers for life. You will turn customer and business insights into action—developing high-performing leaders, harnessing data, technology and AI, and helping our teams work smarter, move faster and make NAVEX indispensable to our customers.

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 proven 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, with 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 to company growth, retention, and customer-value priorities
Create clear engagement tiers based on customer 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—that expand reach while remaining relevant
Lead, coach, and develop managers and their CXM teams; establish clear expectations, strong 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 intervention 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 the programs that work and retire those that do not
Collaborate with Sales, Marketing, Product, Services, Support, Finance, and Operations to align handoffs, communications, product feedback loops, renewal motions, and expansion opportunities; translate the voice of the segment 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