Customer Success Manager

Customer Success Manager

Company: Navan Location: USA Employment Type: Permanent Work Model: Onsite Seniority: Senior

Navan is seeking a strategic and results-oriented Customer Success Manager to join our team. As a trusted advisor to our key clients, you will play a pivotal role in ensuring their success, driving satisfaction, and maximizing the value they receive from the Navan platform throughout their entire lifecycle with us. A significant aspect of this role involves leading the strategic and technical migration of clients from legacy R&M technology to Navan, ensuring a seamless and high-touch transition. You will cultivate strong relationships with key program stakeholders, acting as the 'voice of the customer' to prioritize adoption, retention, and long-term partnership.

What You'll Do

• Serve as the primary owner of the client relationship and oversee the success of customer migrations and subsequent post-sales activities.
• Lead complex, multi-stakeholder client migrations from legacy R&M technology to the Navan platform, managing projects from initial scoping through go-live and hypercare.
• Drive product adoption, retention, and compliance by offering consultative advice and customer enablement, including 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 its integrated value proposition to effectively communicate relevant features and functionality to customers.
• Collaborate closely with Product and Engineering teams on the identification and tracking of enhancement requests.

What We're Looking For

• A minimum of 7 years of experience in Customer Success Management or Account Management, with a proven track record in client happiness and retention.
• Demonstrated experience managing complex, multi-stakeholder migration or implementation projects, preferably within the Corporate Travel Management industry, and ideally with experience serving Law firms or other professional services clients.
• Exceptional project management, organizational, and strategic problem-solving skills to effectively manage change during migrations.
• High emotional intelligence (EQ) and strong communication skills, with the ability to manage change resistance and secure executive buy-in from customer program administrators and stakeholders.
• A strong drive for results, a client-focused mindset, and meticulous attention to detail.
• A Bachelor’s degree is preferred, or equivalent professional experience.

Compensation

The anticipated salary range for this position is $97,500 to $130,000 USD annually. This range is subject to change based on business needs. The final compensation will be determined by factors such as primary work location, candidate's skills and experience, market demands, and internal equity. For roles with on-target earnings (OTE), the pay range includes base salary and target incentive compensation.