Customer Experience Manager, Enterprise

What You’ll Get

• Meaningful Purpose: Help organizations operate with integrity and protect their people at a scale few companies can match.
• High-Performance Environment: Move with urgency, set ambitious goals, and expect excellence. Trusted with real ownership and supported to do the best work of your career.
• Candid, Supportive Culture: Communicate openly, challenge ideas-not people, and value teammates who embrace bold thinking and continuous improvement.
• Growth That Matters: Authentic feedback, strong accountability, and leaders invested in your success so you can achieve real growth.
• Rewards for Results: Clear, competitive compensation designed to recognize measurable outcomes and real impact.

What You’ll Do

• Own the experience for a portfolio of 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 the full lifecycle including 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 ensure alignment of engagement plans, risk mitigation, and growth opportunities.
• Capture and communicate voice-of-the-customer insights to influence product roadmap discussions and operational improvements.
• Maintain 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.

What You’ll Bring

• 5+ years in Customer Success, Customer Experience, Account Management, or SaaS post-sales leadership.
• Proven ability to improve retention, expansion, and global CX performance.
• 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.
• Fuel performance and outcomes: Leverage your job competencies and champion NAVEX’s core values.

Our Side of the Deal

• The starting pay for this role is $90,000 per annum with 10% MBO.