Manager, Customer Experience - SMB

What You’ll Get

• 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. You’ll be trusted with real ownership and supported to do the best work of your career.
• 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.

What You’ll Do

• Lead, coach, and develop a team of SMB Customer Experience Managers focused on delivering exceptional customer outcomes and experiences.
• Drive team performance across customer retention, adoption, satisfaction, engagement, and operational service metrics.
• Ensure consistent execution of customer lifecycle strategies including onboarding, adoption, optimization, renewal readiness, and customer advocacy initiatives.
• Establish operational rigor through customer health reviews, portfolio analysis, risk management, and lifecycle analytics.
• Partner cross-functionally with Sales, Product, Services, Support, and Leadership teams to improve customer outcomes and align engagement strategies.
• Monitor trends in customer feedback, support activity, adoption, and customer health to identify opportunities for operational and product improvements.
• Guide escalated customer situations and ensure timely resolution of issues impacting customer experience and retention.
• Drive continuous improvement initiatives focused on process scalability, automation, digital engagement, and customer self-service enablement.
• Foster a high-performance, accountable, and collaborative team culture aligned with NAVEX values.

What You’ll Bring

• 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.
• 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.

Starting Pay

The starting pay for this role is $110,000 per annum with a 10% MBO.