Customer Experience Manager

NAVEX; Greater London; Hybrid; GBP 60,000 - 66,000; Full time

Job summary

NAVEX is seeking a Customer Experience Manager, Strategic Enterprise to deliver highly personalized and strategic experience for our most important enterprise customers. This role is responsible for managing a focused portfolio of Enterprise accounts and ensuring customers achieve measurable value from NAVEX solutions.

As an Enterprise CXM, you will serve as a trusted advisor to executive stakeholders and drive product adoption, strengthening relationships and ensuring long-term partnership

Qualifications

• 8+ years in Customer Success, CX, 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 and AI readiness to elevate work and outcomes.
• Demonstrates alignment with NAVEX core values.

Responsibilities

• Own the experience for a portfolio of strategic enterprise customers, ensuring engagement and measurable value realization.
• Build trusted advisor relationships with executive and senior stakeholders across organizations.
• Guide enterprise customers through onboarding, adoption, optimization, renewal and expansion readiness.
• Coordinate across sales, product, services, support and leadership teams to drive outcomes.
• Lead internal account strategy discussions for alignment, risk mitigation, and growth opportunities.
• Capture customer voice insights to influence product roadmaps and operational improvements.

Skills

Customer Success

Executive communication

Cross-functional influence

Job description

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 Customer Experience Manager, Strategic Enterprise to deliver highly personalized and strategic experience for our most important enterprise customers. This role is responsible for managing a focused portfolio of Enterprise accounts and ensuring customers achieve measurable value from NAVEX solutions.

As an Enterprise 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 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:

• Own the experience for a portfolio of strategic enterprise customers, ensuring consistent engagement and measurable value realization
• Build trusted advisor relationships with executive and senior stakeholders across customer organizations
• Guide enterprise 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:

• 8+ 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 60,000 GBP per annum with 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.