Senior Director, Customer Experience

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

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 get

• 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 move fast, and we’ll invest in your success, because your impact deserves to be seen, supported, and rewarded.
• The starting pay for this role is $185,000 per annum with a 15% 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. We’re an equal opportunity employer, including all disability and veteran status. Discover more about life at NAVEX on our career page.