Strategic Enterprise Customer Experience Lead

The Network, A NAVEX Global Company; Greater London; Hybrid; GBP 54,000 - 66,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

NAVEX is seeking a Customer Experience Manager, Strategic Enterprise to deliver highly personalized and strategic experiences for our most important enterprise customers. You will own a portfolio of strategic enterprise customers, act as a trusted advisor to executives, and guide them through onboarding, adoption, and renewal while coordinating with cross-functional teams to maximize value.

You will work in a hybrid environment, collaborating with sales, product, services, and leadership to

Qualifications

• 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.

Responsibilities

• 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 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 align engagement plans and growth opportunities.
• Capture and communicate voice-of-the-customer insights to influence product roadmap.
• Monitor customer health indicators including adoption, engagement, satisfaction and outcomes.

Skills

Customer success

Customer experience

Account management

SaaS post-sales leadership

Job description

NAVEX is seeking a Customer Experience Manager, Strategic Enterprise to deliver highly personalized and strategic experiences for our most important enterprise customers. You will own a portfolio of strategic enterprise customers, act as a trusted advisor to executives, and guide them through onboarding, adoption, and renewal while coordinating with cross-functional teams to maximize value.

You will work in a hybrid environment, collaborating with sales, product, services, and leadership to