Senior Client Success Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the primary owner and account strategist for the client relationship, ensuring the success of the customer's intricate migration journey and subsequent post-sales activities.

• Lead and manage complex, multi-stakeholder client migrations from traditional R&M technology to the Navan platform, overseeing the project from initial scoping to go-live and hypercare.

• Promote product adoption, retention, and compliance through consultative guidance and customer enablement, including training for both end-users and administrators.

• Develop and sustain trusted advisor relationships with C-suite and executive stakeholders.

• Conduct routine health checks, Quarterly Business Reviews, and Strategic Business Reviews to evaluate customer health, satisfaction, adoption, and retention, with an emphasis on risk mitigation and churn prevention.

• Serve as the definitive 'Voice of the Customer' for Product, Engineering, and Sales by providing strategic feedback, addressing product gaps, and managing complex critical escalations to resolution.

• Maintain an in-depth understanding of the Navan product and integrated Premier value proposition.

• Collaborate closely with Product and Engineering teams to identify and monitor enhancement requests.

⛳️ Requirements

• Over 12 years of experience in Customer Success Management or Account Management within Corporate Travel Management, emphasizing client satisfaction and retention, ideally in the enterprise sector.

• Proven record of delivering exceptional white-glove services and managing client relationships, particularly with Law firms or other professional service industries.

• Outstanding project management, organizational, and strategic problem-solving abilities to effectively navigate complex change management during migrations.

• High emotional intelligence and strong communication skills, capable of managing change resistance and securing executive buy-in from customer program administrators and stakeholders.

• Results-driven, client-focused mindset, with meticulous attention to detail.

• Bachelor’s degree preferred or equivalent professional experience.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Comprehensive health and wellness benefits.

• Opportunities for professional development and career advancement.

• Flexible working arrangements and a supportive company culture.