Senior Director, Customer Experience & Growth

Socket.dev; Lake Oswego (OR); On-site; USD 185,000 - 210,000; Full time

Job summary

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

The role emphasizes turning customer and business insights into action, developing leaders, and leveraging data, technology, and AI to help teams move faster

Qualifications

• 8+ years in Customer Success, Customer Experience, Account Management, or SaaS post-sales.
• 5+ years leading customer-facing teams.
• Proven success designing or transforming a scaled CX model for Mid-Market/SMB.

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, health, and risk.
• Build digital and one-to-many experiences including lifecycle campaigns and AI-enabled guidance.
• Lead, coach, and develop CX managers and teams with a culture of accountability and inclusion.
• Drive retention, adoption, customer health, renewal readiness, and expansion signals.
• Partner with Operations and Technology to optimize platforms like Gainsight and CRM; automate low-value work.
• Establish pilots, measurements, and iteration; scale successful programs and retire ineffective ones.
• Collaborate with Sales, Marketing, Product, Services, Support, Finance, and Operations to align handoffs and feedback loops.
• Translate transformation priorities into adopted operating practices and executive-level communications.

Skills

Customer Success

Leadership

SaaS

Analytics

Stakeholder Mgmt

Education

Bachelor’s degree or equivalent

Tools

Gainsight

CRM

Analytics/BI tools

Job description

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

The role emphasizes turning customer and business insights into action, developing leaders, and leveraging data, technology, and AI to help teams move faster