Manager, Customer Experience, SMB & Mid Market

Navex; Greater London; Hybrid; GBP 80,000 - 92,000; Full time

Job summary

NAVEX in London is hiring a Manager, Customer Experience to lead a hybrid team serving SMB and Mid-Market customers across EMEA and APAC. You will drive retention, adoption, and customer value, coaching a mix of Customer Experience Specialists and Managers while aligning with NAVEX's Lifecycle Value & Impact Framework.

You will balance strategic leadership with hands-on execution, focusing on renewal, expansion, and high-touch to digital engagement programs.

Qualifications

• 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 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.
• Experience leading organisational change, operational improvements, and scalable customer success programmes.

Responsibilities

• Lead, coach, and develop a hybrid team of Customer Success professionals responsible for retention, expansion, and long-term value.
• Own team performance against metrics including revenue retention, renewals, and expansion pipeline.
• Drive execution of customer success strategies that maximise time-to-value, product utilisation, and growth.
• Balance high-value engagement with scalable programmes to support a large SMB and Mid-Market portfolio.
• Establish portfolio reviews, renewal forecasting, health assessments, churn mitigation, and success analytics.
• Partner with Sales, Marketing, Product, Services, and Support to identify growth opportunities.
• Leverage insights to identify retention risks, expansion opportunities, and product improvements.
• Act as senior escalation for strategic commercial customer situations affecting retention or growth.
• Drive continuous improvement focused on scale, automation, and digital engagement.
• Champion customer advocacy programmes and a high-performance, revenue-focused culture.

Skills

Customer Success

Leadership

SaaS

Data-driven

AI readiness

Job description

Manager, Customer Experience, SMB & Mid Market

Hammersmith, London, UK

Job Description

Posted Monday, July 27, 2026 at 2:00 AM

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
• 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 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.