Senior Director, Customer Experience

Role Overview

As a Senior Director of Customer Experience, you will shape how NAVEX delivers scalable, differentiated experiences for 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.

What You Will Do

Define and execute the CX vision, operating model, and roadmap for Mid-Market and SMB customers, create clear engagement tiers, build digital and one-to-many experiences, lead and develop managers and their CXM teams, drive retention, adoption, customer health, and expansion signals.

Why It Might Be a Fit

You will turn customer and business insights into action, develop high-performing leaders, harness data, technology, and AI, and help our teams work smarter, move faster and make NAVEX indispensable to our customers.

Requirements

• 8+ years of progressive experience in Customer Success, Customer Experience, Account Management, or SaaS post-sales
• 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
• 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
• 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 customer and business outcomes
• Ability to balance customer advocacy, commercial outcomes, operational efficiency, and long-term relationship value while managing competing priorities

Benefits

• Purpose
• Performance-Driven Work
• Candid, Collaborative Culture
• Growth
• Transparent Rewards