Customer Success Manager

As a Client Success Manager you will be a strategic partner and trusted advisor to key clients. Your primary mission is to ensure their success drive satisfaction and maximize value throughout their lifecycle with Navan. A critical component of this role involves leading the strategic and technical migration of clients from legacy R&M technology to the Navan platform ensuring a seamless and high-touch transition. You will develop strong relationships with key program stakeholders acting as the 'voice of the customer' to prioritize adoption retention and long-term partnership over commercial focus.

What You'll Do:

• Serve as the overall owner of the client relationship and the success of the customer's migration journey and subsequent post-sales activities.
• Drive complex multi-stakeholder client migrations from legacy R&M technology onto the Navan platform managing the project from initial scoping to go-live and hypercare..
• Drive product adoption retention and compliance by providing consultative advice and customer enablement (training for end-users and administrators).
• Develop and maintain strong multi-level trusted advisor relationships with executive stakeholders to ensure strategic alignment and ongoing customer satisfaction.
• Conduct regular health checks Quarterly Business Reviews and Strategic Business Reviews to proactively assess customer health satisfaction adoption and retention with a focus on churn prevention.
• Act as the 'Voice of the Customer' for internal teams (Product Engineering Sales) by providing feedback on platform optimization addressing product gaps and resolving escalations.
• Maintain a deep understanding of the Navan product and integrated Premier value proposition to speak with customers about the most relevant features and functionality.
• Work closely with Product and Engineering on identification/tracking of enhancement requests.

What We're Looking For:

• 7+ years of experience in Customer Success Management or Account Management with a focus on client happiness and retention.
• Proven experience managing complex multi-stakeholder migration or implementation projects in the Corporate Travel Management industry preferably with Law firm or other professional service client industry experience.
• Exceptional project management organizational and strategic problem-solving skills to navigate complex change management during migrations.
• High EQ and strong communication skills with the ability to manage change resistance and gain executive buy-in across customer program administrators and stakeholders.
• Drive for results client-focused mindset and high attention to detail.
• Bachelor’s degree preferred or similar professional experience.

How does Navan ensure its pay and bonus plans are competitive?

What We Do

Navan (Nasdaq: NAVN) is the leading all-in-one business travel payments and expense management platform that makes travel easy for frequent travelers. From finding flights and hotels to automating expense reconciliation with 24/7 support along the way Navan delivers an intuitive experience travelers love and finance teams rely on. See how Navan customers benefit and learn more at navan.com.

Why Work With Us

At Navan we’re never satisfied with the status quo and we know breakthrough ideas come from diverse perspectives. We are committed to cultivating a workplace that reflects the diversity of the customers we serve while fostering leadership and innovation.

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