Strategic CX Manager - Mid-Market Growth & Adoption

NAVEX; Charlotte (NC); Hybrid; USD 81,000 - 99,000; Full time

Job summary

NAVEX is seeking a Mid-Market Customer Experience Manager (CXM) to deliver highly personalized, strategic experiences for our top mid-market customers. You will serve as a trusted advisor to executive stakeholders and collaborate with cross-functional teams to ensure customers achieve measurable value from NAVEX solutions.

This hybrid role emphasizes lifecycle management from onboarding to renewal, with a focus on driving product adoption, customer health, and long-term partnerships.

Qualifications

• 5+ 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 and willingness to use AI to elevate work.

Responsibilities

• Own the experience for a portfolio of mid-market customers, ensuring consistent engagement and measurable value realization.
• Build trusted advisor relationships with executive and senior stakeholders across customer organizations.
• Guide mid-market 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 and growth opportunities.
• Capture and communicate customer insights to influence product roadmap and improvements.
• Monitor customer health indicators like adoption, engagement, and satisfaction to drive outcomes.

Skills

Customer success leadership

SaaS post-sales

Data-driven CX

Executive communication

AI readiness

Job description

NAVEX is seeking a Mid-Market Customer Experience Manager (CXM) to deliver highly personalized, strategic experiences for our top mid-market customers. You will serve as a trusted advisor to executive stakeholders and collaborate with cross-functional teams to ensure customers achieve measurable value from NAVEX solutions.

This hybrid role emphasizes lifecycle management from onboarding to renewal, with a focus on driving product adoption, customer health, and long-term partnerships.