Manager, Customer Experience - Mid Market

About the role

The Manager, Customer Experience at NAVEX leads a team of Mid-Market Customer Experience Managers responsible for delivering strategic, value-driven engagement across a focused portfolio of Mid-Market accounts. The role focuses on driving customer retention, adoption, satisfaction, and expansion readiness.

Responsibilities

• Lead, coach, and develop a team of Mid-Market Customer Experience Managers focused on delivering exceptional customer outcomes and experiences
• Drive team performance across key customer success metrics including retention, adoption, customer satisfaction, and expansion readiness
• Establish operational rigor and consistency in customer engagement strategies, account planning, and lifecycle execution
• Partner with executive stakeholders internally and externally to strengthen strategic customer relationships and resolve escalated risks
• Monitor portfolio health trends and leverage analytics to proactively identify risks, opportunities, and operational improvements
• Collaborate cross-functionally with Sales, Product, Services, Support, and Leadership teams to align customer strategies and business priorities
• Champion customer advocacy initiatives including references, advisory boards, case studies, and strategic customer engagement programs
• Build scalable processes, playbooks, and best practices that improve customer experience delivery and team effectiveness
• Foster a high-performance, accountable, and growth-oriented team culture aligned to NAVEX values

Requirements

• 5+ years of experience in Customer Success, Customer Experience, Account Management, or SaaS post-sales leadership
• 3+ years of people leadership experience managing customer-facing teams
• Proven success improving customer retention, adoption, and expansion performance within enterprise or SaaS environments
• Strong coaching, mentoring, and performance management capabilities
• Expertise in customer health frameworks, lifecycle management, and data-driven CX strategies
• Analytical mindset with the ability to translate data into strategic insights
• Strong communication, cross-functional collaboration and problem-solving skills
• Ability to manage competing priorities in a fast-paced, high-growth environment

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, or SaaS post-sales leadership experience
• People leadership experience managing customer-facing teams
• Customer retention, adoption, and expansion performance improvement
• Customer health frameworks, lifecycle management, and data-driven CX strategies
• Data translation into strategic insights
• Communication, cross-functional collaboration, and problem-solving skills
• Competitive compensation and benefits package

Benefits

• Meaningful Purpose: Your work helps organizations operate with integrity and protect their people—at a scale few companies can match
• High-Performance Environment: We move with urgency, set ambitious goals, and expect excellence
• Candid, Supportive Culture: We communicate openly, challenge ideas-not people-and value teammates who embrace bold thinking and continuous improvement
• Growth That Matters: You can count on authentic feedback, strong accountability, and leaders invested in your success so you can achieve real growth
• Rewards for Results: We provide clear, competitive compensation designed to recognize measurable outcomes and real impact

Pay

The starting pay for this role is $115,000 per annum with a 10% MBO.

Schedule

Hybrid work arrangement.