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NAVEX · 12 hours ago

Vice President, Customer Experience

Portland, ME

Full-time

Onsite

Director/Executive

15+ years exp

NAVEX is a company focused on making the world a safer and more ethical place. They are seeking a visionary Vice President of Customer Experience to lead the transformation of the customer lifecycle and deliver a world-class compliance and risk management experience.

ConsultingInformation TechnologyRisk ManagementSoftware

Responsibilities

Lead the strategic design and execution of NAVEX’s Customer Lifecycle Value & Impact Framework

Drive implementation of the One-Contact Customer Experience Model, enduring consistent communications and outcomes

Build and champion a unified CX vision aligned to NAVEX’s mission

Partner cross-functionally to ensure customer voice influences business priorities

Drive GRR, NRR, and CLTV performance

Standardize lifecycle playbooks for adoption, value, renewal, and expansion

Ensure value hypotheses, risk signals, and success plans are consistently executed

Drive proactive, data-driven engagement using NAVEX telemetry and insights

Lead, mentor, and scale global CX teams including CSMs, AMs, and Renewals, fostering a culture of value-based engagement and continuous improvement

Align performance incentives and coaching to customer-centric outcomes

Strengthen customer advocacy programs including references and advisory boards

Redesign customer journeys to eliminate friction and highlight NAVEX value

Implement automation, AI, and systems to streamline CX operations

Partner with operations to scale CRM, CS tools, and telemetry

Establish governance, quality standards, and CX dashboards for KPIs

Qualification

Customer SuccessCX LeadershipData-driven CXLifecycle AnalyticsAI ReadinessExecutive CommunicationCross-functional InfluenceTalent DevelopmentStrategic ExecutionProcess Improvement

Required

15+ years in Customer Success, CX, AM, or SaaS post-sales leadership

Proven ability to improve retention, expansion, and global CX performance

Experience leading large-scale transformations and organization redesigns

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

Ability to drive results through your job competencies of talent development, strategic execution, influence, decision making, effective communication and process improvement while leveraging NAVEX's core values

Benefits

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.

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.