At a Glance
- Tasks: Manage customer relationships and ensure they achieve value from NAVEX solutions.
- Company: NAVEX, a leader in ethical business practices and customer experience.
- Benefits: Competitive salary, supportive culture, and opportunities for personal growth.
- Other info: Join a dynamic team committed to innovation and your success.
- 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 communication skills.
The predicted salary is between 55000 - 55000 £ 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 Mid-Market Customer Experience Manager (CXM) to deliver highly personalised and strategic experience for our most important Mid-market customers. This role is responsible for managing a focused portfolio of accounts and ensuring customers achieve measurable value from NAVEX solutions.
As a Mid-Market CXM, you will serve as a trusted advisor to executive stakeholders and play a key role in strengthening customer relationships, driving product adoption, and ensuring long-term partnership success. This role partners closely with cross-functional teams to execute NAVEX’s Customer Lifecycle Value & Impact Framework and deliver a consistent, value-driven customer experience. 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 recognize measurable outcomes and real impact.
What you’ll do:
- Own the experience for a portfolio of mid-market customers, ensuring consistent engagement and measurable value realization.
- Build trusted advisor relationships with executive and senior stakeholders across customer organizations.
- Guide mid-market customers through the full lifecycle including onboarding, adoption, optimization, renewal, and expansion readiness.
- Serve as the central point of coordination across sales, product, services, support and leadership teams.
- Lead internal account strategy discussions to ensure alignment of engagement plans, risk mitigation, and growth opportunities.
- Capture and communicate voice-of-the-customer insights to influence product roadmap discussions and operational improvements.
- Monitor customer health indicators including adoption, engagement, satisfaction, and business outcome achievement.
- Identify opportunities to strengthen customer advocacy through references, case studies, advisory boards, and industry speaking opportunities.
- Drive proactive engagement using customer insights, telemetry, and lifecycle analytics to anticipate customer needs and address risks early.
What you’ll bring:
- 5+ years in Customer Success, Customer Experience, Account Management, or SaaS post-sales leadership.
- Proven ability to improve retention, expansion, and global CX performance.
- 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.
- 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 55,000 GBP with a 5% 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.
Customer Experience Manager, Mid Market in London employer: NAVEX
At NAVEX, we pride ourselves on being an exceptional employer, offering a high-performance culture that values speed, passion, and purpose. Our collaborative environment fosters personal and professional growth, ensuring that every team member is supported in achieving their best work while making a meaningful impact. With competitive compensation and a commitment to authentic feedback, we empower our employees to thrive and drive real change in the world.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Manager, 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 claims—NAVEX loves data-driven results!
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email reiterating your excitement for the role can leave a lasting impression. Plus, it shows you’re genuinely interested in joining their team.
We think you need these skills to ace Customer Experience Manager, Mid Market in London
Some tips for your application 🫡
Show Your Passion:When writing your application, let your enthusiasm for the role shine through! We want to see how passionate you are about customer experience and making a real impact. Share specific examples of how you've made a difference in previous roles.
Tailor Your CV:Make sure your CV is tailored to the Customer Experience Manager position. Highlight relevant experience, especially in customer success and account management. We love seeing how your skills align with our values and the job requirements!
Be Authentic:We value candid communication, so be yourself in your application. Don’t hesitate to share your unique perspective and experiences. Authenticity goes a long way in helping us understand who you are and how you fit into our team.
Apply Through Our Website:For the best chance of success, make sure to apply through our website. This helps us keep track of your application and ensures it gets the attention it deserves. Plus, it’s super easy to do!
How to prepare for a job interview at NAVEX
✨Know Your Customer Experience Stuff
Make sure you brush up on your knowledge of customer experience strategies, especially in the mid-market sector. Be ready to discuss how you've improved retention and engagement in previous roles, as this will show that you understand the importance of delivering measurable value.
✨Showcase Your Communication Skills
Since you'll be dealing with executive stakeholders, practice articulating your thoughts clearly and confidently. Prepare examples of how you've influenced cross-functional teams and communicated customer insights effectively in the past.
✨Demonstrate Your Data Savvy
NAVEX values data-driven decision-making, so come prepared to discuss how you've used analytics to monitor customer health and drive product adoption. Bring specific examples of metrics you've tracked and how they informed your strategies.
✨Embrace the Company Culture
Familiarise yourself with NAVEX's values and culture. During the interview, express how you align with their commitment to integrity, collaboration, and continuous improvement. Showing that you fit into their high-performance environment can set you apart from other candidates.
