Client Success Manager at Navan

<p>As a <strong>Client Success Manager</strong>, 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&amp;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.</p> <p><strong>What You'll Do:</strong></p> <ul> <li>Serve as the overall owner of the client relationship and the success of the customer's migration journey and subsequent post-sales activities.</li> <li>Drive complex, multi-stakeholder client migrations from legacy R&amp;M technology onto the Navan platform, managing the project from initial scoping to go-live and hypercare..</li> <li>Drive product adoption, retention, and compliance by providing consultative advice and customer enablement (training for end-users and administrators).</li> <li>Develop and maintain strong, multi-level trusted advisor relationships with executive stakeholders to ensure strategic alignment and ongoing customer satisfaction.</li> <li>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.</li> <li>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.</li> <li>Maintain a deep understanding of the Navan product and integrated Premier value proposition to speak with customers about the most relevant features and functionality.</li> <li>Work closely with Product and Engineering on identification/tracking of enhancement requests.</li> </ul> <p><strong>What We're Looking For:</strong></p> <ul> <li>7+ years of experience in Customer Success Management or Account Management, with a focus on client happiness and retention.</li> <li>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.</li> <li>Exceptional project management, organizational, and strategic problem-solving skills to navigate complex change management during migrations.</li> <li>High EQ and strong communication skills with the ability to manage change resistance and gain executive buy-in across customer program administrators and stakeholders.</li> <li>Drive for results, client-focused mindset, and high attention to detail.</li> <li>Bachelor’s degree preferred or similar professional experience.</li> </ul><div class="content-pay-transparency"><div class="pay-input"><div class="description">The posted pay range represents the&nbsp;anticipated&nbsp;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.<br><br>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.</div><div class="title">Pay Range</div><div class="pay-range"><span>$105,000</span><span class="divider">&mdash;</span><span>$120,000 USD</span></div></div></div>