At a Glance
- Tasks: Lead a team to enhance customer experiences and drive satisfaction across Mid-Market accounts.
- Company: NAVEX, a leader in ethical business practices and customer engagement.
- Benefits: Competitive salary, meaningful work, growth opportunities, and a supportive culture.
- Other info: Join a high-performance team committed to your success and professional growth.
- Why this job: Make a real impact by helping organisations operate with integrity and protect their people.
- Qualifications: 5+ years in Customer Success or related fields, with strong leadership and analytical skills.
The predicted salary is between 115000 - 115000 £ per year.
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 Mid-Market Customer Experience Managers responsible for delivering strategic, value-driven engagement across a focused portfolio of Mid-Market 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 Mid-Market Customer Experience Managers focused on delivering exceptional customer outcomes and experiences.
- Drive team performance across key customer success metrics including retention, adoption, customer satisfaction, and expansion readiness.
- Establish operational rigor and consistency in customer engagement strategies, account planning, and lifecycle execution.
- Partner with executive stakeholders internally and externally to strengthen strategic customer relationships and resolve escalated risks.
- Monitor portfolio health trends and leverage analytics to proactively identify risks, opportunities, and operational improvements.
- Collaborate cross-functionally with Sales, Product, Services, Support, and Leadership teams to align customer strategies and business priorities.
- Champion customer advocacy initiatives including references, advisory boards, case studies, and strategic customer engagement programs.
- Build scalable processes, playbooks, and best practices that improve customer experience delivery and team effectiveness.
- Support organizational change initiatives and help drive adoption of new tools, workflows, and customer engagement strategies.
- Foster a high-performance, accountable, and growth-oriented team culture aligned to 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.
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 $115,000 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 diverse backgrounds.
Manager, Customer Experience - Mid Market in London employer: NAVEX Global, Inc.
At NAVEX, we pride ourselves on being an exceptional employer, offering a high-performance environment where your contributions truly matter. Our supportive culture fosters open communication and bold thinking, ensuring you have the resources and mentorship needed for meaningful growth. Located in Portland, OR, you'll be part of a collaborative team dedicated to making a real impact while enjoying competitive compensation and a commitment to your professional development.
StudySmarter Expert Advice🤫
We think this is how you could land Manager, Customer Experience - Mid Market in London
✨Tip Number 1
Network like a pro! Reach out to current or former employees at NAVEX on LinkedIn. A friendly chat can give you insider info and maybe even a referral, which can really boost your chances.
✨Tip Number 2
Prepare for the interview by understanding NAVEX's values and culture. Think about how your experience aligns with their mission of making the world safer and more ethical. Show them you're not just a fit for the role, but for the team!
✨Tip Number 3
Practice your storytelling skills! Be ready to share specific examples of how you've driven customer success in the past. Use metrics to back up your achievements—numbers speak volumes!
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email reiterating your excitement about the role can leave a lasting impression. Plus, it shows you're genuinely interested in joining the NAVEX team.
We think you need these skills to ace Manager, Customer Experience - Mid Market in London
Some tips for your application 🫡
Show Your Passion:When writing your application, let your enthusiasm for customer experience shine through. We want to see that you’re not just looking for a job, but that you genuinely care about making a difference in the lives of customers.
Tailor Your Experience:Make sure to highlight your relevant experience in customer success and leadership. We love seeing how your past roles have prepared you for this position, so don’t hold back on those achievements!
Be Authentic:We value candid communication, so be yourself in your application. Share your unique perspective and how it aligns with our values at NAVEX. Authenticity goes a long way in helping us get to know you better.
Apply Through Our Website:For the best chance of success, make sure to apply directly through our career page. It’s the easiest way for us to review your application and get you one step closer to joining our team!
How to prepare for a job interview at NAVEX Global, Inc.
✨Know Your Customer Experience Metrics
Before the interview, brush up on key customer success metrics like retention, adoption, and satisfaction. Be ready to discuss how you've driven these metrics in your previous roles, as NAVEX values data-driven insights.
✨Showcase Your Leadership Style
Prepare examples that highlight your coaching and mentoring abilities. NAVEX is looking for someone who can lead a team effectively, so share stories that demonstrate how you've developed talent and fostered a high-performance culture.
✨Understand NAVEX's Values
Familiarise yourself with NAVEX’s core values and be prepared to discuss how you embody them. They appreciate bold thinking and accountability, so think of instances where you've demonstrated these traits in your work.
✨Prepare for Cross-Functional Collaboration
Since the role involves partnering with various teams, come equipped with examples of successful cross-functional projects you've led or participated in. Highlight your communication skills and how you resolved conflicts or aligned goals across departments.
