Customer Experience Manager, Mid Market

About the role

The Mid-Market Customer Experience Manager (CXM) at NAVEX is responsible for delivering highly personalized and strategic experiences for key Mid-market customers. This role involves managing a portfolio of accounts, ensuring customers achieve measurable value from NAVEX solutions, and serving as a trusted advisor to executive stakeholders.

Responsibilities

• Own the experience for a portfolio of mid-market customers, ensuring consistent engagement and measurable value realization
• Build trusted advisor relationships with executive and senior stakeholders across customer organizations
• Guide mid-market 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
• 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

Requirements

• 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

Qualifications

• 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

Skills

• Customer Success
• Customer Experience
• Account Management
• Sales
• Product Management
• Service
• Support
• Leadership

Benefits

Starting pay for this role is $90,000 per annum with 5% MBO. NAVEX offers a high-performance culture, candid and supportive culture, growth that matters, and rewards for results.

Pay

$90,000 per annum with 5% MBO

Schedule

Hybrid