Senior Client Success Manager
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Job Description
Senior Client Success Manager guiding enterprise travel clients through legacy technology migrations onto Navan. Driving adoption, retention, executive relationships, and customer value.
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 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.
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