Customer Experience Manager, Enterprise
On-site · London, England, United Kingdom
Job Summary
Own the experience for a portfolio of 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 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.
Required Qualifications
- 5+ 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
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