Customer Experience Manager, Mid-Market

NAVEX is seeking a Mid-Market Customer Experience Manager (CXM) to deliver highly personalised and strategic experience for our most important Mid-market customers. This role is responsible for managing a focused portfolio of accounts and ensuring customers achieve measurable value from NAVEX solutions.

As a Mid-Market 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.

• 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 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

• 5+ years in Customer Success, Customer Experience, Account Management, or SaaS post sales leadership
• Proven ability to improve retention, expansion, and global CX performance