Senior Manager, Enterprise CX & Growth

NAVEX; Charlotte (NC); Hybrid; USD 110,000 - 150,000; Full time

Benefits offered by this job

Meaningful Purpose

High-Performance

Supportive Culture

Growth Opportunities

Rewards for Results

Job summary

NAVEX is seeking a Manager, Customer Experience to lead a team of Strategic Enterprise Customer Experience Managers, driving retention, adoption, satisfaction, and expansion readiness across our largest customers.

You will coach and develop a high-performing team, collaborate with Sales, Product, Services, Support, and Leadership to elevate the customer experience and scale best practices, while delivering measurable business outcomes.

Qualifications

• 5+ years in Customer Success, Customer Experience, Account Management, or SaaS post-sales leadership.
• 3+ years of people leadership experience managing customer-facing teams.
• Proven success improving customer retention, adoption, and expansion within enterprise or SaaS environments.
• Expertise in customer health frameworks, lifecycle management, and data-driven CX strategies.

Responsibilities

• Lead, coach, and develop a team of Strategic Enterprise Customer Experience Managers focused on delivering exceptional customer outcomes and experiences.
• Drive team performance across key customer success metrics including retention, adoption, customer satisfaction, and expansion readiness.
• Establish operational rigor and consistency in customer engagement strategies, account planning, and lifecycle execution.
• Partner with executive stakeholders internally and externally to strengthen strategic customer relationships and resolve escalated risks.
• Monitor portfolio health trends and leverage analytics to proactively identify risks, opportunities, and operational improvements.
• Collaborate cross-functionally with Sales, Product, Services, Support, and Leadership teams to align customer strategies and business priorities.
• Champion customer advocacy initiatives including references, advisory boards, case studies, and strategic customer engagement programs.
• Build scalable processes, playbooks, and best practices that improve customer experience delivery and team effectiveness.
• Support organizational change initiatives and help drive adoption of new tools, workflows, and customer engagement strategies.
• Foster a high-performance, accountable, and growth-oriented team culture aligned to NAVEX values.

Skills

People leadership

Coaching

Analytics

Cross-functional collaboration

Communication

Problem-solving

Strategic thinking

AI readiness

Job description

NAVEX is seeking a Manager, Customer Experience to lead a team of Strategic Enterprise Customer Experience Managers, driving retention, adoption, satisfaction, and expansion readiness across our largest customers.

You will coach and develop a high-performing team, collaborate with Sales, Product, Services, Support, and Leadership to elevate the customer experience and scale best practices, while delivering measurable business outcomes.