As a Senior Client Success Manager, you will act as a lead strategic partner and executive-level trusted advisor to Navan's most strategic and complex 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 cultivate deep, executive-level relationships with key program stakeholders, acting as the definitive 'voice of the customer' to prioritize adoption, retention, and long-term partnership over commercial focus.
What You’ll Do:
- Serve as the overall owner and account strategist of the client relationship, overseeing the success of the customer's complex migration journey and subsequent post-sales activities.
- Lead and direct 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).
- Strategically cultivate and maintain strong, multi-level, trusted advisor relationships with C-suite and executive stakeholders to ensure strategic alignment and drive long-term customer value.
- Conduct regular health checks, lead Quarterly Business Reviews, and spearhead Strategic Business Reviews to proactively assess customer health, satisfaction, adoption, and retention, with a strong focus on proactive risk mitigation and churn prevention.
- Act as the definitive 'Voice of the Customer' for internal teams (Product, Engineering, Sales) by prioritizing and driving strategic feedback on platform optimization, addressing product gaps, and owning complex critical escalations to resolution.
- 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:
- 12+ years of experience in Customer Success Management or Account Management within Corporate Travel Management, with a focus on client happiness and retention, preferably in the enterprise space.
- Demonstrated history of successfully providing white-glove services and managing clients, with experience serving Law firms or other professional service industries.
- 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.