Senior Director, Customer Experience

About the role

At NAVEX, we’re transforming the world—making it safer, more ethical, and ensuring every voice is heard. That’s real impact. Our high-performance culture is driven by our values. We move with speed, passion and purpose — as one team. We are bold in our ideas, accountable in our actions, and committed to doing the right things right. As a member of the Customer Experience (CX) leadership team, you will shape how we deliver scalable, differentiated experiences for our SMB and Mid-Market customers. You will build the operating model, digital and human-touch journeys, and performance discipline needed to strengthen adoption, retention, customer health and expansion readiness while improving productivity and cost-to-serve. Your end game: strengthen retention and build customers for life. You will turn customer and business insights into action—developing high-performing leaders, harnessing data, technology and AI, and helping our teams work smarter, move faster and make NAVEX indispensable to our customers.

Responsibilities

• Define and execute the CX vision, operating model, and roadmap for Mid-Market and SMB customers, aligned to company growth, retention, and customer-value priorities
• Create clear engagement tiers based on customer need, value, lifecycle stage, complexity, health and risk, with defined triggers for digital, pooled, one-to-many and high-touch support
• Build digital and one-to-many experiences—including lifecycle campaigns, webinars, office hours, communities, digital business reviews and AI-enabled guidance—that expand reach while remaining relevant
• Lead, coach, and develop managers and their CXM teams; establish clear expectations, strong succession and talent practices, and a culture of accountability, learning, inclusion, and customer advocacy
• Drive retention, adoption, customer health, renewal readiness, satisfaction and expansion signals while optimizing capacity, portfolio design, productivity and cost-to-serve
• Standardize lifecycle motions, playbooks, account prioritization, renewal execution and risk escalation; use health signals, leading indicators and portfolio insights to focus intervention and improve performance
• Partner with Operations and Technology teams to optimize platforms such as Gainsight, CRM, digital engagement tools, and AI capabilities; automate low-value work and improve personalization, insight, and execution
• Establish a disciplined approach to pilots, experimentation, measurement, and iteration; scale the programs that work and retire those that do not
• Collaborate with Sales, Marketing, Product, Services, Support, Finance, and Operations to align handoffs, communications, product feedback loops, renewal motions, and expansion opportunities; translate the voice of the segment into actionable recommendations
• Translate transformation priorities into adopted operating practices, communications, enablement, and inspection mechanisms; engage executive stakeholders when needed to resolve systemic or high-impact customer issues

Requirements

• 8+ years of progressive experience in Customer Success, Customer Experience, Account Management, or SaaS post-sales, including 5+ years leading customer-facing teams and proven success leading through managers
• Demonstrated success designing, building, or transforming a scaled Customer Success or Customer Experience model for Mid-Market and/or SMB portfolios, including digital or one-to-many engagement programs
• Proven success improving retention, adoption, customer health, renewal performance, and expansion readiness in a recurring revenue environment
• Ability to connect customer data, portfolio economics, capacity, and performance metrics to decisions; experience using customer success platforms, CRM, analytics, automation, and emerging AI capabilities to improve scale and productivity
• Track record of turning strategy into practical processes, playbooks, governance, measurement, and sustained team adoption in an evolving environment
• Strong communication and stakeholder-management skills, with the ability to align senior leaders and cross-functional partners around shared