Customer Success Manager
New
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NavanCorporate Travel Management
Remote (USA)Full-TimeManager
Salary97,500 - 130,000 USD per year OTE
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Job Details
- Experience
- 7+ years
- Required Skills
- Project ManagementAccount ManagementRelationship managementChange ManagementCustomer Success
Requirements
- 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.
Responsibilities
- 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.
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