At a Glance
- Tasks: Lead a dynamic team to enhance customer experiences and drive retention across SMB and Mid-Market.
- Company: NAVEX, a leader in ethical business solutions with a high-performance culture.
- Benefits: Competitive salary, performance bonuses, and a supportive environment for personal growth.
- Other info: Join a collaborative team committed to innovation 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 Account Management, with strong leadership skills.
The predicted salary is between 80000 - 80000 £ 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 hybrid team supporting both SMB customer engagement and strategic Mid-Market customer relationship management across EMEA and APAC. This leader will oversee a blended team of Customer Experience Specialists and Customer Experience Managers responsible for delivering efficient, value-driven experiences across multiple customer segments.
As the Manager, Customer Experience, you will be responsible for driving operational excellence, customer retention, adoption, and satisfaction through both high-touch and digital-first engagement strategies. You will coach and develop customer-facing talent, optimise customer lifecycle processes, and ensure consistent execution of NAVEX’s Customer Lifecycle Value & Impact Framework across a diverse customer portfolio. This role requires a balance of strategic leadership, customer advocacy, operational rigor, and team development to support a high-performing hybrid customer experience organisation.
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 organisations 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 recognise measurable outcomes and real impact.
What you’ll do:
- Lead, coach, and develop a hybrid team of Customer Success professionals responsible for driving retention, expansion, and long-term customer value across SMB and Mid-Market customers in EMEA and APAC.
- Own team performance against key commercial metrics including gross and net revenue retention, renewals, expansion pipeline, customer adoption, and customer engagement.
- Drive execution of customer success strategies that maximise time-to-value, product utilisation, retention, and growth opportunities throughout the customer lifecycle.
- Balance high-value customer engagement with scalable programmes that efficiently support a large SMB and Mid-Market customer portfolio.
- Establish operational excellence through portfolio reviews, renewal forecasting, customer health assessments, churn mitigation planning, and success analytics.
- Partner closely with Sales, Marketing, Product, Professional Services, and Support teams to identify growth opportunities and improve customer business outcomes.
- Leverage customer insights, usage trends, and commercial data to identify retention risks, expansion opportunities, and areas for product improvement.
- Act as a senior escalation point for strategic commercial customer situations that could impact retention, renewal, or growth outcomes.
- Drive continuous improvement initiatives focused on scale, automation, digital engagement, operational efficiency, and customer value realisation.
- Champion customer advocacy programmes that generate references, case studies, peer networking opportunities, and customer-led growth initiatives.
- Foster a high-performance, commercially focused team culture that balances customer outcomes with revenue growth and business impact.
What you’ll bring:
- 5+ years' experience in Customer Success, Account Management, Revenue Retention, or SaaS post-sales leadership roles.
- 3+ years' experience leading customer-facing teams with accountability for retention, renewal, and expansion outcomes.
- Proven success managing SMB and Mid-Market customer portfolios within a recurring revenue SaaS environment.
- Strong coaching and leadership capabilities, with a track record of developing high-performing customer success professionals.
- Experience building and executing customer lifecycle programmes that improve retention, adoption, customer value, and growth.
- Strong commercial acumen with a clear understanding of renewal management, expansion motions, revenue retention, and customer segmentation strategies.
- Excellent stakeholder management, communication, and cross-functional collaboration skills.
- Ability to balance strategic planning with hands-on operational leadership in a fast-paced, high-growth environment.
- Data-driven mindset with experience using customer, revenue, and adoption metrics to drive decision-making and business outcomes.
- Experience leading organisational change, operational improvements, and scalable customer success programmes.
- 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 80,000 GBP 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.
Manager, Customer Experience, SMB & Mid Market in London employer: NAVEX Global
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 every team member is supported in their growth and success. With competitive compensation and a commitment to meaningful work, you'll find a rewarding career path that not only challenges you but also allows you to make a positive impact in the world.
StudySmarter Expert Advice🤫
We think this is how you could land Manager, Customer Experience, SMB & Mid Market in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at NAVEX Global. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like NAVEX Global before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Manager, Customer Experience, SMB & Mid Market in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to NAVEX Global:Your cover letter is your chance to shine! Tell us why you want to work at NAVEX Global specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at NAVEX Global!
How to prepare for a job interview at NAVEX Global
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
