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, and a supportive culture focused on growth.
- Other info: Join a fast-paced, innovative environment that values bold thinking and continuous improvement.
- 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 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 collaborative culture fosters open communication and bold thinking, ensuring that you receive the support and feedback necessary for meaningful growth. Located in Portland, OR, you'll enjoy a vibrant work-life balance while being part of a team dedicated to making a real impact in the world.
StudySmarter Expert Advice🤫
We think this is how you could land Manager, Customer Experience - Mid Market
✨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 claims—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
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Manager, Customer Experience role. Highlight your experience in customer success and leadership, and show how your skills align with NAVEX's values and mission.
Showcase Your Achievements:Don’t just list your responsibilities; share specific examples of how you’ve improved customer retention or satisfaction in previous roles. Numbers speak volumes, so include metrics where possible to demonstrate your impact.
Be Authentic:Let your personality shine through in your application. NAVEX values candid communication and bold thinking, so don’t be afraid to express your passion for customer experience and how you can contribute to their mission.
Apply Through Our Website:We encourage you to apply directly through our career page. It’s the best way to ensure your application gets the attention it deserves, and you’ll find all the details you need about the role there too!
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 is looking for someone who can demonstrate a strong understanding of customer health frameworks.
✨Showcase Your Leadership Style
Prepare to talk about your experience in leading customer-facing teams. Think of specific examples where you coached or developed team members to achieve exceptional outcomes. NAVEX values a high-performance culture, so highlight how you foster accountability and growth within your team.
✨Be Ready for Cross-Functional Collaboration
NAVEX emphasises collaboration across various departments. Come prepared with examples of how you've successfully partnered with sales, product, or support teams to enhance customer experiences. This will show that you understand the importance of teamwork in driving customer success.
✨Demonstrate Your Analytical Mindset
Since the role requires leveraging analytics to identify risks and opportunities, be ready to discuss how you've used data to inform your strategies in the past. Share specific instances where your analytical skills led to measurable improvements in customer engagement or satisfaction.
