Senior Director, Customer Experience & Growth

Netclaim; Lake Oswego (OR); Hybrid; USD 167,000 - 204,000; Full time

Job summary

NAVEX is seeking a Customer Success leader to shape and drive the CX strategy for Mid‑Market and SMB customers. You will align growth, retention and customer value priorities, and build scalable engagement programs.

You’ll lead CX managers, collaborate with Sales, Product, Services and Operations, and optimize platforms like Gainsight and CRM to improve health, renewals and expansion opportunities, while fostering an inclusive, accountable culture.

Qualifications

• 8+ years in Customer Success, Customer Experience, Account Management or SaaS post-sales.
• 5+ years leading customer-facing teams and managing through managers.
• Proven success designing or transforming scaled CS/CSM models for Mid-Market/SMB.
• Experience improving retention, adoption and renewal in recurring revenue.
• Ability to connect data, portfolio economics and performance metrics to decisions.

Responsibilities

• Define and execute the CX vision, operating model and roadmap for Mid-Market and SMB customers.
• Create engagement tiers based on need, lifecycle, health and risk with defined triggers.
• Build digital and one-to-many experiences including lifecycle campaigns and AI-enabled guidance.
• Lead, coach and develop CX managers; establish succession and accountability.
• Drive retention, renewal readiness, customer health and expansion signals.
• Standardize lifecycle motions, playbooks and renewal execution; use health signals to focus intervention.
• Partner with Operations and Technology to optimize Gainsight, CRM and AI capabilities.
• Establish pilots, measure outcomes and scale successful programs.

Skills

Customer Success

Customer Experience

Account Management

SaaS post-sales

Leadership

Stakeholder management

Data-driven decision making

Tools

Gainsight

CRM

Analytics tools

Automation

AI capabilities

Job description

NAVEX is seeking a Customer Success leader to shape and drive the CX strategy for Mid‑Market and SMB customers. You will align growth, retention and customer value priorities, and build scalable engagement programs.

You’ll lead CX managers, collaborate with Sales, Product, Services and Operations, and optimize platforms like Gainsight and CRM to improve health, renewals and expansion opportunities, while fostering an inclusive, accountable culture.