At NAVEX, we're transforming the world by making it safer, more ethical, and ensuring every voice is heard. The Manager, Customer Experience, SMB & Mid Market will lead a hybrid team supporting both SMB customer engagement and strategic Mid-Market customer relationship management across EMEA and APAC. This role requires a balance of strategic leadership, customer advocacy, operational rigor, and team development to support a high-performing hybrid customer experience organisation.
Requirements
- 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
Benefits
- 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.
