Manager, Customer Experience - SMB

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 a Manager, Customer Experience to lead a team of SMB Customer Experience Specialists responsible for delivering value-driven engagement across a focused portfolio of SMB accounts. This leader will drive customer retention, adoption, satisfaction, and expansion readiness by developing high-performing talent, strengthening operational excellence, and ensuring consistent execution of NAVEX's Customer Lifecycle Value & Impact Framework. As a Manager, Customer Experience, you will coach and develop a team focused on helping customers realize measurable business outcomes while building trusted relationships with executive stakeholders. You will partner cross-functionally with Sales, Product, Services, Support, and Leadership teams to elevate the customer experience and scale best practices across the organization. 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! What you’ll get: Meaningful Purpose. Your work helps organizations operate with integrity and protect their people at a scale few companies can match. High-Performance Environment. We move with urgency, set ambitious goals, and expect excellence. You’ll be trusted with real ownership and supported to do the best work of your career. Candid, Supportive Culture. We communicate openly, challenge ideas—not people—and value teammates who embrace bold thinking and continuous improvement. Growth That Matters. You can count on authentic feedback, strong accountability, and leaders invested in your success so you can achieve real growth. Rewards for Results. We provide clear, competitive compensation designed to recognize measurable outcomes and real impact. What you’ll do: Lead, coach, and develop a team of SMB Customer Experience Managers focused on delivering exceptional customer outcomes and experiences. Drive team performance across customer retention, adoption, satisfaction, engagement, and operational service metrics. Ensure consistent execution of customer lifecycle strategies including onboarding, adoption, optimization, renewal readiness, and customer advocacy initiatives. Establish operational rigor through customer health reviews, portfolio analysis, risk management, and lifecycle analytics. Partner cross-functionally with Sales, Product, Services, Support, and Leadership teams to improve customer outcomes and align engagement strategies. Monitor trends in customer feedback, support activity, adoption, and customer health to identify opportunities for operational and product improvements. Guide escalated customer situations and ensure timely resolution of issues impacting customer experience and retention. Drive continuous improvement initiatives focused on process scalability, automation, digital engagement, and customer self-service enablement. Champion customer advocacy opportunities including references, case studies, advisory participation, and strategic customer engagement. Foster a high-performance, accountable, and collaborative team culture aligned with NAVEX values. What you’ll bring: 5+ years of experience in Customer Success, Customer Experience, Account Management, or SaaS post‑sales leadership. 3+ years of people leadership experience managing customer‑facing teams. Proven success improving customer retention, adoption, and expansion performance within enterprise or SaaS environments. Strong coaching, mentoring, and performance management capabilities. Expertise in customer health frameworks, lifecycle management, and data‑driven CX strategies. Analytical mindset with the ability to translate data into strategic insights. Strong communication, cross‑functional collaboration and problem‑solving skills. Ability to manage competing priorities in a fast‑paced, high‑growth environment. 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. Our side of the deal: We’ll be clear, we’ll move fast, and we’ll invest in your success. You deserve to be supported, challenged, and rewarded for the impact you make—and we commit to doing that every step of the way. The starting pay for this role is $110,000 per annum with a 10% MBO. Discover how you can grow, lead, and make an impact by visiting our career page to learn more. NAVEX is an equal‑opportunity employer committed to including individuals of all backgrounds, including those with disabilities and veteran status. #J-18808-Ljbffr NAVEX