Senior Client Success Manager
New
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NavanCorporate Travel Management
Remote (USA)Full-TimeSenior
Salary110,000 - 120,000 USD per year
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Job Details
- Experience
- 12+ years
- Required Skills
- Project ManagementChange ManagementAccount ManagementRelationship management
Requirements
- 12+ years of experience in Customer Success Management or Account Management within Corporate Travel Management.
- Focus on client happiness and retention, preferably in the enterprise space.
- Demonstrated history of successfully providing white-glove services and managing clients.
- Experience serving Law firms or other professional service industries.
- Exceptional project management, organizational, and strategic problem-solving skills to navigate complex change management.
- High EQ and strong communication skills with the ability to manage change resistance and gain executive buy-in.
- 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 and account strategist of the client relationship, overseeing the success of the customer's complex migration journey and subsequent post-sales activities.
- Lead and direct 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).
- Strategically cultivate and maintain strong, multi-level, trusted advisor relationships with C-suite and executive stakeholders.
- Conduct regular health checks, lead Quarterly Business Reviews, and spearhead Strategic Business Reviews to proactively assess customer health, satisfaction, and retention.
- Act as the definitive 'Voice of the Customer' for internal teams by driving strategic feedback on platform optimization and addressing product gaps.
- Work closely with Product and Engineering on identification and tracking of enhancement requests.
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