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The Scaled Account Manager ensures that our Travel and Expense customers receive a seamless, reliable, and success-driven experience throughout their journey with our solution. This role blends customer experience, product support, and full renewal responsibility: you assist customers with product-related questions, guide them through technical or process issues, and drive successful contract renewals across your portfolio.
We’re looking for individuals who are passionate about customer success, work in a structured and proactive way, and thrive in a fast-paced environment. You bring a “let’s solve it” mindset, strong communication skills, and a desire to help customers achieve results. You can expect world-class training, enablement, and opportunities to grow.
This role will report directly to the Manager, Scaled Account Management and be based in Berlin.
What you’ll do:
- Support your customers, ensuring excellent customer experience through timely, accurate communications
- Own the renewal cycle for your portfolio — from preparation and customer alignment to execution — ensuring predictable, timely, and successful renewals
- Develop and maintain a deep understanding of our travel and expense product offering to enable programme administrators on the Navan’s product functionality
- Monitor and respond to email inquiries from Travel and Expense Administrators related to product integrations and platform settings, travel and expense policy configuration, payment and integration issues troubleshooting and product bugs and feature requests, etc.
- Drive satisfaction, adoption, retention, and reduce customer churn risk by providing quick and knowledgeable advice based on customer’s desired outcomes
- Handle customer escalations and work across teams to resolve issues
- Act as the ‘voice of the customer’ and provide internal feedback on how we can better serve them to maximize customer value and retention
- Run playbooks and programme ideas to drive adoption and satisfaction and track results based on defined KPIs
- Document processes to support the team efficiently and at scale
What we’re looking for:
- Bachelor’s degree
- 1+ year of prior experience in customer success, account management, sales or related customer-facing position within a rapidly growing SaaS company
- Fluency in English and German is mandatory.
- Passion for customer experience and technology with the ability to deeply understand a product
- Superior written and verbal communication skills with the ability to clearly articulate complex concepts and technologies to diverse audiences including C-level executives
- Detail-oriented and ability to stay organized and prioritize tasks and initiatives in a fast-paced environment, as well as problem-solve
- Data-driven approach to continuously drive additional efficiency
- Highly intelligent, passionate, driven, high EQ, coachable individuals who are excited to delight clients, drive revenue and accelerate their careers.
Navan uses AI-assisted Automated Employment Decision Tool (Metaview) to assist with evaluating resumes against job qualifications for this role. All final decisions are made by human recruiters and hiring managers.
Human oversight: Metaview does not automatically reject candidates or make final hiring decisions. Our recruiters and hiring managers review all outputs and make the final hiring decision regarding every application.
Your rights: If you prefer to have your application reviewed without AI assistance, you may request a human evaluation by entering your email here. Your decision to do so will not affect how your candidacy is evaluated.
Please refer to our Candidate Privacy Notice for more information about our processing of personal data, and your rights.
Skills Required
- Bachelor's degree
- At least 1 year of experience in customer success, account management, sales, or a related customer-facing role within a rapidly growing SaaS company
- Fluency in English
- Fluency in German
- Passion for customer experience and technology, with the ability to deeply understand a product
- Superior written and verbal communication skills, including the ability to explain complex concepts and technologies to diverse audiences
- Strong organization, prioritization, attention to detail, and problem-solving skills in a fast-paced environment
- Data-driven approach to improving efficiency
- Ability to drive revenue, customer satisfaction, adoption, and retention
What the Team is Saying
Navan Compensation & Benefits Highlights
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Healthcare Strength — Medical, dental, and vision coverage for employees and families are explicitly offered, and healthcare is often characterized as a strong part of the package with mental‑health resources included. This breadth of core health benefits is consistently highlighted alongside lifestyle supports.
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Leave & Time Off Breadth — Policies emphasize flexible/unlimited vacation in the U.S., with region‑specific structures such as five weeks of paid annual leave in the UK. This scope of time‑off options is presented as a clear advantage.
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Parental & Family Support — Paid parental leave is structured at 16 weeks for birthing parents and 10 weeks for non‑birthing parents. This level of support is positioned as a meaningful benefit for families.
Navan Insights
What We Do
Navan (Nasdaq: NAVN) is the leading all-in-one business travel, payments, and expense management platform that makes travel easy for frequent travelers. From finding flights and hotels to automating expense reconciliation, with 24/7 support along the way, Navan delivers an intuitive experience travelers love and finance teams rely on. See how Navan customers benefit and learn more at navan.com.
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 four days a week in-office.
