Senior Director, Customer Experience

NAVEX; Charlotte (NC); On-site; USD 120,000 - 160,000; Full time

Benefits offered by this job

Purpose

Performance-driven culture

Collaborative culture

Growth

Transparent rewards

Job summary

NAVEX is seeking a seasoned Customer Experience leader to shape scalable experiences for SMB and Mid-Market customers. You will build the operating model, digital and human-touch journeys, and performance discipline to improve retention and expansion readiness while driving productivity and cost-to-serve.

Ideal candidates have 8+ years in Customer Success or related fields, with a proven track record leading teams and transforming CX models in a SaaS post-sales environment, and a data-driven

Qualifications

• 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.
• Proven success designing or transforming a scaled CS/ CX model for Mid-Market/ SMB portfolios.

Responsibilities

• Define and execute the CX vision, operating model, and roadmap for Mid-Market and SMB customers.
• Create engagement tiers based on customer need, value, lifecycle stage, health and risk.
• Build digital and one-to-many experiences including lifecycle campaigns and AI-enabled guidance.
• Lead and develop CX managers and teams with clear expectations and accountability.
• Drive retention, adoption, customer health, renewal readiness, and expansion signals.

Skills

Customer Success

Executive leadership

Data-driven decisions

SaaS post-sales

Stakeholder management

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.

As a member of the Customer Experience (CX) leadership team, you will shape how we deliver scalable, differentiated experiences for our 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.

Your end game: strengthen retention and build customers for life. You will turn customer and business insights into action-developing high-performing leaders, harnessing data, technology and AI, and helping our teams work smarter, move faster and make NAVEX indispensable to our customers.

What you'll ge t :

• Purpose. A role in an industry-leading, rapidly evolving organization where your contributions fuel innovations that shape how organizations operate with integrity worldwide.
• Performance-Driven Work. We move fast, work hard, and trust you to deliver exceptional results.
• Candid, Collaborative Culture. Work with teammates and leaders who communicate openly, challenge ideas constructively, and support bold thinking.
• Growth. Real-time feedback and clear accountability that sharpen your craft and accelerate your development.
• Transparent Rewards. Pay programs that recognize exceptional results and benefits that matter.

What you'll do:

• 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

What you'll need:

• 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

Our side of the deal:

We'll be clear, we'll mov