At a Glance
- Tasks: Lead a dynamic team to enhance customer experiences for SMB and Mid-Market clients.
- Company: Join NAVEX, a leader in ethical business practices and customer engagement.
- Benefits: Competitive pay, growth opportunities, and a supportive, candid culture.
- Other info: Fast-paced environment with a focus on 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 related fields, with strong leadership skills.
The predicted salary is between 60000 - 80000 £ per year.
At NAVEX, we’re transforming the world—making it safer, more ethical, and ensuring every voice is heard. 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 Experience Managers and Customer Experience Specialists supporting Mid-Market and SMB customers across EMEA and APAC.
- Drive team performance across customer retention, adoption, satisfaction, engagement, and operational service metrics.
- Ensure consistent execution of customer lifecycle strategies including onboarding, adoption, optimisation, renewal readiness, and customer advocacy initiatives.
- Oversee both high-touch account engagement and scalable digital customer programmes.
- Establish operational rigor through customer health reviews, portfolio analysis, risk management, and lifecycle analytics.
- Partner cross-functionally with Sales, Product, Services, Support, and Leadership teams to improve customer outcomes and align engagement strategies.
- Monitor trends in customer feedback, support activity, adoption, and customer health to identify opportunities for operational and product improvements.
- Guide escalated customer situations and ensure timely resolution of issues impacting customer experience and retention.
- Drive continuous improvement initiatives focused on process scalability, automation, digital engagement, and customer self-service enablement.
- Champion customer advocacy opportunities including references, case studies, advisory participation, and strategic customer engagement.
- Foster a high-performance, accountable, and collaborative team culture aligned with NAVEX values.
What you’ll bring:
- 5+ years of experience in Customer Success, Customer Experience, Account Management, Customer Support or SaaS post-sales leadership.
- 3+ years of experience managing customer-facing teams.
- Proven success managing both strategic customer engagement models and scaled customer support or digital success programmes.
- Strong leadership, coaching, and talent development capabilities.
- Experience with customer lifecycle management, customer health frameworks, digital engagement strategies, and operational analytics.
- Strong communication, cross-functional collaboration, and problem-solving skills.
- Ability to balance strategic initiatives with operational execution in a fast-paced environment.
- Analytical mindset with the ability to translate data into strategic insights.
- Comfort managing change and driving process improvements across evolving customer experience functions.
- 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. 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 employer: Netclaim
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 continuous improvement, ensuring that you receive authentic feedback and support for your professional growth. With competitive compensation and a commitment to operational excellence, you'll have the opportunity to lead a dynamic team while making a meaningful impact across EMEA and APAC.
StudySmarter Expert Advice🤫
We think this is how you could land Manager, Customer Experience, SMB & Mid Market
✨Tip Number 1
Network like a pro! Reach out to people in your industry on LinkedIn or at events. A friendly chat can lead to opportunities that aren’t even advertised yet.
✨Tip Number 2
Prepare for interviews by researching the company culture and values. Show them you’re not just a fit for the role, but also for their team dynamic. We want to see your passion!
✨Tip Number 3
Practice your pitch! Be ready to explain how your experience aligns with their needs. Keep it concise and impactful—think of it as your personal brand statement.
✨Tip Number 4
Don’t forget to follow up after interviews! A quick thank-you note can keep you top of mind and show your enthusiasm for the role. We love seeing candidates who take initiative!
We think you need these skills to ace Manager, Customer Experience, SMB & Mid Market
Some tips for your application 🫡
Show Your Passion:When writing your application, let your enthusiasm for customer experience shine through! We want to see how passionate you are about making a real impact in the lives of customers.
Tailor Your Experience:Make sure to highlight your relevant experience in customer success and team management. We’re looking for specific examples that demonstrate your ability to drive customer satisfaction and operational excellence.
Be Authentic:Don’t be afraid to show your personality! At StudySmarter, we value candid communication and bold thinking, so let your unique voice come through in your application.
Apply Through Our Website:For the best chance of success, make sure to apply directly through our website. This way, we can easily track your application and get back to you quickly!
How to prepare for a job interview at Netclaim
✨Know Your Customer Experience Stuff
Make sure you brush up on your knowledge of customer experience strategies, especially in the SMB and Mid-Market sectors. Be ready to discuss how you've driven customer retention and satisfaction in previous roles, as this will show that you understand the core responsibilities of the position.
✨Showcase Your Leadership Skills
Prepare examples of how you've successfully led and developed teams in the past. Highlight your coaching techniques and how you've fostered a high-performance culture. NAVEX values strong leadership, so demonstrating your ability to inspire and manage a hybrid team will be key.
✨Be Data-Driven
Since the role involves operational analytics and customer health frameworks, come prepared with insights from your previous experiences. Discuss how you've used data to drive decisions and improve customer outcomes. This will show that you can balance strategic initiatives with operational execution.
✨Embrace Change and Innovation
NAVEX is looking for someone who can adapt to a fast-paced environment and drive process improvements. Share examples of how you've managed change and implemented innovative solutions in your past roles. This will demonstrate your agility and readiness to embrace new technologies and methods.
