Customer Experience Manager, Mid Market

Navex Global; Houston (TX); Hybrid; USD 81,000 - 99,000; Full time

Benefits offered by this job

Competitive compensation

Job summary

NAVEX Global, Inc. is seeking a Mid-Market Customer Experience Manager (CXM) to deliver highly personalized and strategic experience for mid-market customers.

You will own the customer journey, build executive relationships, and drive adoption, renewal, and expansion across a focused portfolio. You will partner with cross-functional teams to implement NAVEX’s lifecycle value framework and deliver a consistent, value-driven customer experience.

Qualifications

• Proven ability to improve retention, expansion, and global CX performance.
• Culture agility: comfortable in a fast-paced, candid environment that values innovation and follow-through.

Responsibilities

• Own the experience for a portfolio of mid-market customers with consistent engagement and measurable value realization.
• Build trusted advisor relationships with executive and senior stakeholders across customer organizations.
• Guide mid-market customers through onboarding, adoption, optimization, renewal, and expansion readiness.
• Coordinate across sales, product, services, support and leadership teams.

Skills

Retention

Expansion

CX performance

Culture agility

Job description

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.

NAVEX is seeking a Mid-Market Customer Experience Manager (CXM) to deliver highly personalized and strategic experience for our most important Mid-market customers. This role is responsible for managing a focused portfolio of accounts and ensuring customers achieve measurable value from NAVEX solutions.

As a Mid-Market CXM, you will serve as a trusted advisor to executive stakeholders and plays a key role in strengthening customer relationships, driving product adoption, and ensuring long-term partnership success. This role partners closely with cross-functional teams to execute NAVEX’s Customer Lifecycle Value & Impact Framework and deliver a consistent, value-driven customer experience.

You’ll thrive in this hybrid role surrounded by an engaged, collaborative team deeply committed to your success. Join us and help shape what’s next!

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:

• 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 achievementIdentify 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

What you’ll bring:

• Provenabilitytoimproveretention,expansion,andglobalCXperformance
• CultureAgility.Comfortworkinginafast-paced,candidenvironmentthatvaluesinnovation,healthydebate,andfollow-through

Our side of the deal:

• 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.
• The starting pay for this role is $90,000 per annum with 5% MBO. Discover how you can grow, lead, and make an impact by visiting our career page to learn more. NAVEX is an equal opportunity employer committed to including individuals of all backgrounds, including those with disabilities and veteran status.