Customer Experience Manager, Mid Market

Position

Mid-Market Customer Experience Manager (CXM)

• 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.
• Starting pay $90,000 per annum with a 5% MBO.

• 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.

• 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.

• We’ll be clear, we’ll move fast, and we’ll invest in your success. You deserve to be supported, challenged, and rewarded for the impact you make—and we commit to doing that every step of the way.

NAVEX is an equal opportunity employer committed to including individuals of all backgrounds, including those with disabilities and veteran status.