Strategic Mid-Market CX Manager

NAVEX; Houston (TX); Hybrid; USD 81,000 - 99,000; Full time

Benefits offered by this job

Meaningful Purpose

High-Performance Environment

Candid, Supportive Culture

Growth That Matters

Rewards for Results

Job summary

NAVEX is seeking a Mid-Market Customer Experience Manager (CXM) to deliver highly personalized and strategic experience for our most important Mid-market customers. You will act as a trusted advisor to executive stakeholders, driving product adoption and ensuring long-term partnership success.

This hybrid role places you alongside a collaborative team, where you’ll own the portfolio, coordinate across functions, and influence the customer lifecycle from onboarding to expansion.

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.

Responsibilities

• Own the experience for a portfolio of mid-market customers, ensuring engagement and 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 ensure alignment of engagement plans, risk mitigation, and growth opportunities.
• Capture and communicate voice-of-the-customer insights to influence product roadmap discussions and operational improvements.
• Monitor customer health indicators including adoption, engagement, satisfaction, and business outcome achievement.
• Identify opportunities to strengthen customer advocacy through references, case studies, advisory boards, and industry speaking opportunities.
• Drive proactive engagement using customer insights, telemetry, and lifecycle analytics to anticipate customer needs and address risks early.

Skills

Customer Success

Customer Experience

Account Management

SaaS post-sales

Job description

NAVEX is seeking a Mid-Market Customer Experience Manager (CXM) to deliver highly personalized and strategic experience for our most important Mid-market customers. You will act as a trusted advisor to executive stakeholders, driving product adoption and ensuring long-term partnership success.

This hybrid role places you alongside a collaborative team, where you’ll own the portfolio, coordinate across functions, and influence the customer lifecycle from onboarding to expansion.