Vice President, Customer Experience

NAVEX

23h•$200,000

About The Position

At NAVEX, we’re making the world a better place. A safer place. A more ethical place. A place where anyone, anywhere can have a voice. That’s a serious impact. NAVEX is seeking a visionary Vice President of Customer Experience (CX) to lead the transformation of our end-to-end customer lifecycle and deliver a world-class compliance and risk management experience. This executive will architect and operationalize NAVEX’s One-Contact CX Model into a unified customer engagement framework that ensures consistent, value-driven relationship management. As the leader of NAVEX’s Customer Experience organization, this role is accountable for customer retention, adoption, value realization, expansion readiness, and overall customer health. The VP of CX will play a pivotal role in driving predictable revenue performance, strengthening customer trust, and scaling NAVEX’s impact across our global customer base.

Requirements

15+ years in Customer Success, CX, AM, or SaaS post-sales leadership
Proven ability to improve retention, expansion, and global CX performance
Experience leading large-scale transformations and organization redesigns
Expertise in data-driven CX, customer health, and lifecycle analytics
Strong executive communication and cross-functional influence skills
Culture Agility. Comfort working in a fast-paced, candid environment that values innovation, healthy debate, and follow-through
AI Readiness. Curiosity and willingness to use AI and emerging technologies to elevate your work and deliver smarter outcomes
Ability to drive results through your job competencies of talent development, strategic execution, influence, decision making, effective communication and process improvement while leveraging NAVEX’s core values

Responsibilities

Lead the strategic design and execution of NAVEX’s Customer Lifecycle Value & Impact Framework
Drive implementation of the One-Contact Customer Experience Model, enduring consistent communications and outcomes
Build and champion a unified CX vision aligned to NAVEX’s mission
Partner cross-functionally to ensure customer voice influences business priorities
Drive GRR, NRR, and CLTV performance
Standardize lifecycle playbooks for adoption, value, renewal, and expansion
Ensure value hypotheses, risk signals, and success plans are consistently executed
Drive proactive, data-driven engagement using NAVEX telemetry and insights
Lead, mentor, and scale global CX teams including CSMs, AMs, and Renewals, fostering a culture of value-based engagement and continuous improvement
Align performance incentives and coaching to customer-centric outcomes
Strengthen customer advocacy programs including references and advisory boards
Redesign customer journeys to eliminate friction and highlight NAVEX value
Implement automation, AI, and systems to streamline CX operations
Partner with operations to scale CRM, CS tools, and telemetry
Establish governance, quality standards, and CX dashboards for KPIs