Enterprise Customer Experience Lead

NAVEX Global, Inc.; Charlotte (NC); Hybrid; USD 113,000 - 138,000; Full time

Job summary

NAVEX Global, Inc. is seeking a Manager, Customer Experience to lead a team of Strategic Enterprise Customer Experience Managers and drive retention, adoption, and satisfaction across our enterprise base.

You will partner cross-functionally with Sales, Product, Services, Support, and Leadership to scale best practices, build scalable processes, and deliver measurable business outcomes while coaching high-performing talent in a hybrid work environment.

Qualifications

• 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.
• Analytical mindset with the ability to translate data into strategic insights.
• Strong communication, cross-functional collaboration and problem-solving skills.
• Culture agility and readiness to leverage AI to elevate outcomes.

Responsibilities

• Lead, coach, and develop a team of Strategic Enterprise Customer Experience Managers focused on delivering exceptional customer outcomes and experiences.
• Drive team performance across key customer success metrics including retention, adoption, customer satisfaction, and expansion readiness.
• Establish operational rigor and consistency in customer engagement strategies, account planning, and lifecycle execution.
• Partner with executive stakeholders internally and externally to strengthen strategic customer relationships and resolve escalated risks.
• Monitor portfolio health trends and leverage analytics to proactively identify risks, opportunities, and operational improvements.
• Collaborate cross-functionally with Sales, Product, Services, Support, and Leadership teams to align customer strategies and business priorities.
• Champion customer advocacy initiatives including references, advisory boards, case studies, and strategic customer engagement programs.
• Build scalable processes, playbooks, and best practices that improve customer experience delivery and team effectiveness.
• Support organizational change initiatives and help drive adoption of new tools, workflows, and customer engagement strategies.
• Foster a high-performance, accountable, and growth-oriented team culture aligned to NAVEX values.

Skills

Customer Success

Leadership

Cross-functional collaboration

Data-driven CX

Analytics

AI readiness

Job description

NAVEX Global, Inc. is seeking a Manager, Customer Experience to lead a team of Strategic Enterprise Customer Experience Managers and drive retention, adoption, and satisfaction across our enterprise base.

You will partner cross-functionally with Sales, Product, Services, Support, and Leadership to scale best practices, build scalable processes, and deliver measurable business outcomes while coaching high-performing talent in a hybrid work environment.