Customer Experience Manager, Mid-Market
On-site · London, England, United Kingdom
Job Summary
Own and coordinate the end-to-end CX for a portfolio of mid-market customers, driving value realization through onboarding, adoption, renewal, and expansion. Build trusted advisor relationships with executive stakeholders, guide cross-functional teams (sales, product, services, support) to align engagement plans, and capture voice-of-the-customer insights to influence product roadmap and operational improvements. Lead proactive, data-driven engagement to optimize customer health, retention, and advocacy, including references and case studies, while navigating a high-performance, hybrid work environment in London. Strong emphasis on executive communication, lifecycle analytics, and cross-functional influence to deliver measurable outcomes for mid-market customers.
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 and willingness to adapt to a fast-paced environment
- AI Readiness and willingness to leverage AI technologies to improve outcomes
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