Senior Customer Experience Manager, Enterprise

Navex•Charlotte, NC

2d•$100,000•Hybrid

About The Position

At NAVEX, we’re transforming the world—making it safer, more ethical, and ensuring every voice is heard. That’s real impact. Our high-performance culture is driven by our values. We move with speed, passion and purpose — as one team. We are bold in our ideas, accountable in our actions, and committed to doing the right things right. NAVEX is seeking an Enterprise Senior Customer Experience Manager (CXM) to deliver highly personalized and strategic experience for our most important enterprise customers. This role is responsible for managing a focused portfolio of Enterprise accounts and ensuring customers achieve measurable value from NAVEX solutions. As an Enterprise Senior CXM, you will serve as a trusted advisor to executive stakeholders and play a key role in strengthening customer relationships, driving product adoption, and ensuring long-term partnership success. This role partners closely with cross-functional teams to execute NAVEX’s Customer Lifecycle Value & Impact Framework and deliver a consistent, value-driven customer experience. You’ll thrive in this hybrid role surrounded by an engaged, collaborative team deeply committed to your success. Join us and help shape what’s next!

Requirements

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. Comfort working in a fast-paced, candid environment that values innovation, healthy debate, and follow-through
AI Readiness. Curiosity and willingness to use AI and emerging technologies to elevate your work and deliver smarter outcomes
Fuel performance and outcomes. Leverage your job competencies and champion NAVEX’s core values

Responsibilities

Own the experience for a portfolio of strategic enterprise customers, ensuring consistent engagement and measurable value realization
Build trusted advisor relationships with executive and senior stakeholders across customer organizations
Guide enterprise customers through the full lifecycle including 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