Senior Director, Scaled Customer Experience & Growth

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

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