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As an Enterprise Customer Success Manager, you will be a trusted advisor to key named/strategic customers, helping them succeed with our platform and ensuring they receive maximum value from our solution throughout their lifecycle. You'll be responsible for understanding customer requirements, implementing and onboarding new customers, conducting product training, driving adoption and retention, and ensuring ongoing satisfaction. You will work with our customer C-Suite and executive teams, as well as our program counterparts to drive a successful program.
This role works with stakeholders across the company in Sales, Support, Marketing, Product, Engineering, and Finance.
What You'll Do:
- Manage all post-sales activity for Enterprise customers through strong relationship-building, product knowledge, planning, and execution
- Manage complex integration cycles, relationship, with each Enterprise customers; developing key relationships and executing within customer subteams (Finance, HR, etc.)
- Develop a trusted advisor relationship with customers (C-suite) to ensure goals are aligned from a business strategy perspective and success metrics are identified
- Work closely with your Account Executive counterpart to develop a joint success plan for your customers
- Constantly assess "health checks" for your customers to drive satisfaction, adoption, retention, and reduce churn
- Serve as the 'voice of the customer' and provide internal feedback on how we can better serve them to maximize customer value and retention
- Maintain a deep understanding of our product and speak with customers about the most relevant features/functionality for their specific requirements
- Increase customer retention and ensure alignment by conducting regular check-in calls and Quarterly & Strategic Business Reviews
- Work closely with Product and Engineering on identification/tracking of enhancement requests
- Handle escalations and work across teams to resolve issues
- Improve upon our existing approaches to customer engagement and account management leveraging our CS platform
What We're Looking For:
- 5+ years of experience in Enterprise Customer Success Management
- Experience working within the Travel industry
- Excellent project management and organizational skills in a high pressure environment, working with high value customers
- Be able to prioritize tasks and initiatives in a fast-paced environment, as well as problem-solve
- Attention to detail is a must
- High energy, go-getter with fresh ideas who takes the initiative to get things done
- Fluent in French and English.
- Bachelor's degree preferred or similar working experience
What the Team is Saying
What We Do
Navan is the all-in-one super app that makes travel and expense easy so you can focus on being there, not getting there. Say goodbye to spending hours on the phone trying to change your flight or saving stacks of receipts to manually input expenses. From EAs and finance teams to travel managers and employees, Navan empowers people to focus on the things that matter most to them — all while providing companies with real-time visibility, savings, and control.
Navan’s investors include visionaries like Andreessen Horowitz, Lightspeed Ventures, Greenoaks, Zeev Ventures, and entrepreneurs Lee Fixel, Adam Bain, and Elad Gil. In Oct 2022, Navan announced its Series G upround at a post-money valuation of $9.2B to help accelerate future growth plans.
In April 2023, Navan expanded in the Indian market with the acquisition of Tripeur, a modern, people-centric corporate travel and expense management company. The group’s fifth acquisition in under two years, Tripeur joined the Navan Group alongside Spanish meetings and events specialists, Atlanta Events & Corporate Travel Consultants; Berlin-based modern travel management company, Comtravo; leading Scandinavian travel agency Resia AB; and London-based high-touch TMC, Reed & Mackay.
Why Work With Us
At Navan, we’re never satisfied with the status quo, and we know breakthrough ideas come from diverse perspectives. We are committed to cultivating a workplace that reflects the diversity of the customers we serve while fostering leadership and innovation.
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Navan Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
In-person connections is the foundation of Navan, the connections forged through face-to-face interactions improve company culture and what we can achieve together. We operate on a hybrid working model, which we define as three days a week in-office.
