At the heart of the Navan Group, the legacy of Reed & Mackay is evolving. As we transition to lead the enhanced premium pillar for Navan, we are embarking on the most exciting chapter in our company’s journey. We aren't just changing; we are scaling our high-touch expertise to set a new global standard for the entire group.
With over 60 years of service innovation, our success has always been built on delivering flexibility and deep sector expertise. Now, as the premium engine of Navan, we combine our "built-for-service" philosophy with world-class technology to remove the complexity from global travel and events.
Join the Journey Looking for your next challenge? Join a dynamic, inclusive culture where your contributions help shape the future of the Navan premium experience. Here, your growth is supported, and your ideas will define what luxury and high-touch service look like on a global scale.
The Senior Director, Client Success is a high-impact leadership role responsible for the strategic retention, scalability, and revenue optimization of our most complex global accounts. You will lead a high performing team to transform traditional travel management into a strategic business lever, ensuring Reed & Mackay’s “built-for-service” technology delivers measurable ROI and unparalleled traveler experiences.
The ideal candidate brings deep experience in client relationship management, service delivery leadership, operational excellence and strategic account growth, preferably within the travel management, hospitality, or corporate services industry.
What You’ll Do
- Build and maintain executive and multi-level client relationships, serving as a trusted advisor to senior stakeholders including procurement leaders, travel managers, operational leaders, and executive sponsors.
- Own and drive achievement of company growth objectives by identifying expansion opportunities, generating new business leads through existing client relationships, and partnering closely with commercial and sales teams on revenue growth initiatives.
- Drive the adoption of Navan’s next-gen travel and expense technology within the Reed & Mackay portfolio, ensuring a seamless digital-first, human-supported user journey
- Develop and oversee strategic travel cost management business plans for key client portfolios, ensuring alignment with client goals related to savings, traveler experience, policy compliance, and operational performance.
- Lead ongoing business reviews with clients and internal leadership, with a strong focus on performance outcomes, cost efficiencies, measurable value, and return on investment (ROI).
- Translate complex global travel data into actional executive insights, using predictive analytics to consult clients on future spend optimization and sustainability goals
- Drive client compliance, retention, and revenue growth by ensuring successful execution of contractual obligations, service expectations, and strategic account plans.
- Oversee commercial models and account profitability frameworks, maintaining deep knowledge of pricing structures, contractual terms, and margin optimization opportunities.
- Lead the design and implementation of innovative, client-focused solutions that improve service delivery, strengthen operational processes, and enhance the overall client experience.
- Champion continuous improvement and innovation across the Client Success organization by introducing scalable processes, best practices, and service enhancements.
- Ensure service delivery teams consistently operate in accordance with Service Level Agreements (SLAs), client contracts, and agreed business plans, while driving accountability for performance outcomes.
- Provide executive oversight for client onboarding, implementation, renewals, and strategic account transitions, ensuring seamless delivery and long-term partnership success.
- Establish the organization as a thought leader in client success and travel program strategy through executive partnership, industry insights, and cross-functional leadership.
- Perform additional leadership responsibilities as required to support the continued growth and success of the Client Success organization.
What We're Looking For:
- 15 years in Account Management/Customer Success, with at least 5 years leading people-leaders (Managers of Managers)
- Proven experience navigating the intersection of high-touch Service & SaaS/Fintech platforms
- Ability to lead teams through org transformation or M&A integration
- Experience managing multi-regional accounts (AMER, EMEA) and understanding localized travel regulations and cultural service expectations preferred
- Drive results and client focused
- Industry Experience: A background in Corporate Travel Management
- Excellent written and verbal communications
- Business, commercial acumen and professionalism
- Education: Bachelor’s degree or equivalent professional experience.