As a Client Success Manager, you will be a strategic partner and trusted advisor to key clients. Your primary mission is to ensure their success, drive satisfaction, and maximize value throughout their lifecycle with Navan. A critical component of this role involves leading the strategic and technical migration of clients from legacy R&M technology to the Navan platform, ensuring a seamless and high-touch transition. You will develop strong relationships with key program stakeholders, acting as the 'voice of the customer' to prioritize adoption, retention, and long-term partnership over commercial focus.
What You'll Do:
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.
What We're Looking For:
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.
The posted pay range represents the anticipated low and high end of the compensation for this position and is subject to change based on business need. To determine a successful candidate’s starting pay, we carefully consider a variety of factors, including primary work location, an evaluation of the candidate’s skills and experience, market demands, and internal parity. For roles with on-target-earnings (OTE), the pay range includes both base salary and target incentive compensation. Target incentive compensation for some roles may include a ramping draw period. Compensation is higher for those who exceed targets. Candidates may receive more information from the recruiter. Pay Range $97,500—$130,000 USD
