Head of Customer Experience & Retention

NAVEX; Houston (TX); On-site; USD 167,000 - 204,000; Full time

Benefits offered by this job

Purpose.

Performance-Driven Work.

Candid, Collaborative Culture.

Growth.

Transparent Rewards.

Job summary

NAVEX in Houston seeks a seasoned Customer Experience (CX) leader to shape scalable journeys for SMB and Mid-Market customers, building the operating model, digital and human-touch experiences, and a discipline for adoption, retention and expansion.

You will lead CX managers, partner with Operations and Technology to optimize platforms, and translate customer insights into action while driving retention, health, renewal readiness and cost-to-serve in a fast, performance-driven culture.

Qualifications

• 8+ years of progressive experience in Customer Success, Customer Experience, Account Management, or SaaS post-sales, including 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, 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
• 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

Responsibilities

• Define and execute the CX vision, operating model, and roadmap for Mid-Market and SMB customers, aligned to company growth, retention, and customer-value priorities
• Create clear engagement tiers based on customer need, value, lifecycle stage, complexity, health and risk, with defined triggers for digital, pooled, one-to-many and high-touch support
• Build digital and one-to-many experiences-including lifecycle campaigns, webinars, office hours, communities, digital business reviews and AI-enabled guidance-that expand reach while remaining relevant
• Lead, coach, and develop managers and their CXM teams; establish clear expectations, strong succession and talent practices, and a culture of accountability, learning, inclusion, and customer advocacy
• Drive retention, adoption, customer health, renewal readiness, satisfaction and expansion signals while optimizing capacity, portfolio design, productivity and cost-to-serve
• Standardize lifecycle motions, playbooks, account prioritization, renewal execution and risk escalation; use health signals, leading indicators and portfolio insights to focus intervention and improve performance
• Partner with Operations and Technology teams to optimize platforms such as Gainsight, CRM, digital engagement tools, and AI capabilities; automate low-value work and improve personalization, insight, and execution
• Establish a disciplined approach to pilots, experimentation, measurement, and iteration; scale the programs that work and retire those that do not
• Collaborate with Sales, Marketing, Product, Services, Support, Finance, and Operations to align handoffs, communications, product feedback loops, renewal motions, and expansion opportunities; translate the voice of the segment into actionable recommendations
• Translate transformation priorities into adopted operating practices, communications, enablement, and inspection mechanisms; engage executive stakeholders when needed to resolve systemic or high-impact customer issues

Job description

NAVEX in Houston seeks a seasoned Customer Experience (CX) leader to shape scalable journeys for SMB and Mid-Market customers, building the operating model, digital and human-touch experiences, and a discipline for adoption, retention and expansion.

You will lead CX managers, partner with Operations and Technology to optimize platforms, and translate customer insights into action while driving retention, health, renewal readiness and cost-to-serve in a fast, performance-driven culture.