Senior Director, Customer Experience & Growth

NAVEX Global, Inc.; Lake Oswego (OR); On-site; USD 167,000 - 204,000; Full time

Job summary

NAVEX Global, Inc. in Lake Oswego, OR seeks a seasoned Customer Experience leader to design and scale a CX program for SMB and Mid-Market customers.

You will shape the operating model, drive digital and human-touch journeys, and build performance discipline to improve adoption, health, and expansion readiness. You will mentor managers, coordinate with Sales, Product, and Operations, and leverage data, AI, and automation to deliver measurable outcomes while balancing retention, renewals, and

Qualifications

• 8+ years in Customer Success or SaaS post-sales.
• 5+ years leading customer-facing teams.
• Proven success transforming CX models for Mid-Market/SMB portfolios.
• Experience using CS platforms, CRM, analytics, automation, and AI capabilities.

Responsibilities

• Define and execute the CX vision, operating model, and roadmap for Mid-Market and SMB customers.
• Create engagement tiers based on customer need and lifecycle stage.
• Build digital and one-to-many experiences including campaigns and AI-enabled guidance.
• Lead, coach, and develop CX managers and teams; drive succession planning and accountability.

Skills

Customer experience leadership

Strategic planning

Data-driven decisions

Stakeholder management

Cross-functional collaboration

Mentoring & coaching

Tools

Gainsight

CRM (Salesforce etc)

Analytics platforms

Job description

NAVEX Global, Inc. in Lake Oswego, OR seeks a seasoned Customer Experience leader to design and scale a CX program for SMB and Mid-Market customers.

You will shape the operating model, drive digital and human-touch journeys, and build performance discipline to improve adoption, health, and expansion readiness. You will mentor managers, coordinate with Sales, Product, and Operations, and leverage data, AI, and automation to deliver measurable outcomes while balancing retention, renewals, and