Senior Strategic Enterprise CX Leader

NAVEX; Lake Oswego (OR); Hybrid; USD 104,000 - 127,000; Full time

Benefits offered by this job

Meaningful purpose

High-performance culture

Supportive culture

Growth opportunities

Competitive compensation

Job summary

NAVEX is seeking an Enterprise Senior Customer Experience Manager (CXM) to deliver personalized, strategic experiences for our enterprise customers in a hybrid work setting. You will manage a focused portfolio, act as a trusted advisor to executives, and partner with cross-functional teams to drive adoption, renewals, and expansion.

You will lead account strategy, communicate customer insights, monitor health metrics, and influence product roadmaps, while aligning with NAVEX values and

Qualifications

• 8+ years in Customer Success, Customer Experience, Account Management, or SaaS post-sales leadership.
• Proven ability to improve retention, expansion, and global CX performance.
• Expertise in data-driven CX, customer health, and lifecycle analytics.
• Strong executive communication and cross-functional influence skills.
• Culture Agility in a fast-paced environment that values innovation and accountability.
• AI Readiness; curiosity to use AI and emerging technologies to elevate work and outcomes.
• Fuel performance and outcomes by aligning with NAVEX's core values.

Responsibilities

• Own the experience for a portfolio of strategic enterprise customers with consistent engagement and measurable value realization.
• Build trusted advisor relationships with executive and senior stakeholders across customer organizations.
• Guide enterprise customers through onboarding, adoption, optimization, renewal, and expansion readiness.
• Serve as the central point of coordination across sales, product, services, support and leadership teams.
• Lead internal account strategy discussions to align engagement plans, mitigate risks, and identify growth opportunities.
• Capture and communicate voice-of-the-customer insights to influence product roadmap and operations.
• Monitor customer health indicators including adoption, engagement, satisfaction, and outcomes.
• Identify opportunities to strengthen customer advocacy through references, case studies, advisory boards, and speaking opportunities.
• Drive proactive engagement using customer insights and lifecycle analytics to anticipate needs and mitigate risks.

Skills

Executive communication

Cross-functional influence

Data-driven CX

Lifecycle analytics

Customer health monitoring

AI readiness

Strategic account leadership

Job description

NAVEX is seeking an Enterprise Senior Customer Experience Manager (CXM) to deliver personalized, strategic experiences for our enterprise customers in a hybrid work setting. You will manage a focused portfolio, act as a trusted advisor to executives, and partner with cross-functional teams to drive adoption, renewals, and expansion.

You will lead account strategy, communicate customer insights, monitor health metrics, and influence product roadmaps, while aligning with NAVEX values and