Manager, Customer Experience – Strategic Enterprise

Role Overview

The Manager, Customer Experience will lead a team of Strategic Enterprise Customer Experience Managers responsible for delivering strategic, value-driven engagement across NAVEX’s most strategic enterprise customer base. This leader will drive customer retention, adoption, satisfaction, and expansion readiness by developing high-performing talent, strengthening operational excellence, and ensuring consistent execution of NAVEX’s Customer Lifecycle Value & Impact Framework.

What You Will Do

The Manager, Customer Experience will coach and develop a team focused on helping customers realize measurable business outcomes while building trusted relationships with executive stakeholders. The role will involve leading, coaching, and developing a team of Strategic Enterprise Customer Experience Managers, driving team performance across key customer success metrics, establishing operational rigor and consistency in customer engagement strategies, and partnering with executive stakeholders internally and externally to strengthen strategic customer relationships.

Why It Might Be a Fit

The ideal candidate will have 5+ years of experience in Customer Success, Customer Experience, Account Management, or SaaS post-sales leadership, with 3+ years of people leadership experience managing customer-facing teams. The candidate will have a proven track record of improving customer retention, adoption, and expansion performance within enterprise or SaaS environments, and will possess strong coaching, mentoring, and performance management capabilities.

Requirements

• 5+ years 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

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. 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.