Senior Client Success Manager
Senior client success leader responsible for strategic enterprise relationships, complex migrations to the Navan platform, adoption, retention, executive engagement, and escalations. Requires 12+ years in customer success or account management within corporate travel management, with strong project management and communication skills.
About the job
Responsibilities
- Own and strategize the client relationship, overseeing complex migrations and post-sales activities.
- Lead multi-stakeholder migrations from legacy R&M technology to the Navan platform, from scoping through go-live and hypercare.
- Drive product adoption, retention, compliance, and customer enablement, including end-user and administrator training.
- Build trusted-advisor relationships with C-suite and executive stakeholders.
- Conduct health checks, Quarterly Business Reviews, and Strategic Business Reviews focused on customer health, satisfaction, adoption, retention, risk mitigation, and churn prevention.
- Represent the customer internally by driving strategic feedback with Product, Engineering, and Sales, and own complex escalations through resolution.
- Maintain deep knowledge of the Navan product and integrated Premier value proposition.
- Partner 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, preferably in an enterprise environment.
- Experience providing white-glove service and managing clients, preferably law firms or other professional services organizations.
- Exceptional project management, organizational, and strategic problem-solving skills.
- Strong communication skills and high emotional intelligence, including the ability to manage change resistance and gain executive buy-in.
- Results-driven, client-focused approach with strong attention to detail.
- Bachelor's degree preferred or equivalent professional experience.
Compensation
- Pay range: $110,000–$120,000 USD.
- For roles with on-target earnings, the range includes base salary and target incentive compensation.
Skills
Customer Success Management, Account Management, Corporate Travel Management, Project Management, Change Management, Client Migration, Customer Enablement, Executive Stakeholder Management, Product Adoption, Retention Strategy, Strategic Problem-Solving, Quarterly Business Reviews, Product Feedback, Escalation Management, R&M Technology
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