Head of Customer Experience & Growth

NAVEX; Lake Oswego (OR); On-site; USD 165,000 - 210,000; Full time

Job summary

NAVEX is seeking a senior Customer Experience leader to shape the CX strategy for SMB and Mid-Market segments. You will build the operating model, digital and human-touch journeys, and performance discipline to strengthen adoption, retention, customer health and expansion readiness, while improving productivity and cost-to-serve.

You will lead and develop CX teams, leverage data, technology, and AI to deliver scalable, differentiated experiences that make NAVEX indispensable to customers across

Qualifications

• 8+ years in Customer Success/Experience or SaaS post-sales with 5+ years leading teams.
• Experience designing or transforming a scaled CS/CX model for Mid-Market and SMB portfolios including digital or one-to-many engagement programs.
• 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; experience using customer success platforms, CRM, analytics, automation, and emerging AI capabilities to improve scale and productivity.

Responsibilities

• Define CX vision, operating model, and roadmap for Mid-Market and SMB customers.
• Create engagement tiers based on customer need, value, lifecycle stage, complexity, health and risk.
• Build digital and one-to-many experiences—including lifecycle campaigns, webinars, office hours, communities, digital business reviews and AI-enabled guidance.
• Lead, coach, and develop managers and their CXM teams; establish clear expectations and accountability.
• Drive retention, adoption, customer health, renewal readiness, and expansion signals while optimizing capacity and cost-to-serve.
• Collaborate with Operations and Technology to optimize platforms like Gainsight, CRM, digital engagement tools, and AI capabilities.

Skills

Customer Success

Customer Experience

Account Management

SaaS

Leadership

Stakeholder Management

Data-driven Decisions

Tools

Gainsight

CRM

Analytics tools

Automation

AI capabilities

Job description

NAVEX is seeking a senior Customer Experience leader to shape the CX strategy for SMB and Mid-Market segments. You will build the operating model, digital and human-touch journeys, and performance discipline to strengthen adoption, retention, customer health and expansion readiness, while improving productivity and cost-to-serve.

You will lead and develop CX teams, leverage data, technology, and AI to deliver scalable, differentiated experiences that make NAVEX indispensable to customers across