Senior Client Success Manager

🕒 August 20

🇺🇸 United States – Remote

💵 $110k - $120k / year

⏰ Full Time

🟠 Senior

🏆 Customer Success

👻 Ghost score 6%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Navan

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

✈️ Travel

📦 Logistics

💼 Consulting

Travel • Logistics • Consulting

Navan is a company offering comprehensive business travel solutions and expense management services, aimed at optimizing corporate travel programs. Their platform caters to small businesses and large enterprises by providing tools for managing travel bookings, company cards, and expenses. Navan enhances financial visibility and control through automated expense categorization and reporting, while empowering employees with easy booking and expense tracking capabilities. The platform supports seamless integration with existing financial systems and emphasizes sustainability in travel. Navan is trusted by thousands of companies globally and enhances productivity through its AI-powered insights and user-friendly interface.

📋 Description

• 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 through consultative advice and customer enablement, including training for end-users and administrators. • Cultivate and maintain trusted advisor relationships with C-suite and executive stakeholders. • Conduct regular health checks, Quarterly Business Reviews, and Strategic Business Reviews to assess customer health, satisfaction, adoption, and retention, with a focus on risk mitigation and churn prevention. • Act as the definitive 'Voice of the Customer' for Product, Engineering, and Sales by driving strategic feedback, addressing product gaps, and owning complex critical escalations through resolution. • Maintain a deep understanding of the Navan product and integrated Premier value proposition. • Work closely with Product and Engineering to identify and track enhancement requests.

🎯 Requirements

• 12+ years of experience in Customer Success Management or Account Management within Corporate Travel Management, with a focus on client happiness and retention, preferably in the enterprise space. • Demonstrated history of successfully providing white-glove services and managing clients, with experience serving Law firms or other professional service industries. • 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.