Manager, Customer Experience, SMB & Mid Market

faction 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.