Customer Experience Manager, Mid Market
$70,000–$70,000 year
Hybrid · London, England, United Kingdom
Job Summary
Own the experience for a portfolio of mid-market customers, ensuring consistent engagement and measurable value realization. Build trusted advisor relationships with executive and senior stakeholders; guide 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 and operational improvements. Monitor customer health indicators (adoption, engagement, satisfaction, outcomes) and 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 needs and address risks early. Bring 5+ years in relevant roles, data-driven CX expertise, and strong executive communication; thrive in a fast-paced, candid environment and demonstrate AI readiness to elevate outcomes.
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
Apply with one swipe on Sorce. We auto-fill applications and apply on your behalf — no cover letters, no 40-minute forms.
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.