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.
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.
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
- 12+ years of experience in Customer Success Management or Account Management within Corporate Travel Management
- Experience managing strategic, complex enterprise clients and driving client happiness and retention
- Experience providing white-glove client service
- Exceptional project management, organizational, and strategic problem-solving skills
- Strong communication skills and high emotional intelligence
- Ability to manage change resistance and gain executive buy-in across stakeholders
- Results-driven, client-focused mindset with strong attention to detail
- Experience serving law firms or other professional service industries
- Bachelor's degree or similar professional experience
What the Team is Saying
Navan Compensation & Benefits Highlights
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Healthcare Strength — Employer-sponsored medical, dental, and vision coverage extend to employees and dependents, alongside mental-health resources like Headspace. Employer-verified plan listings confirm active U.S. medical coverage.
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Leave & Time Off Breadth — Flexible vacation (unlimited PTO) is advertised in the U.S., while the U.K. page specifies five weeks of PTO, underscoring regional structure. A company-wide Quiet Week around year-end, paid holidays, and sick time are also referenced in benefits materials.
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Parental & Family Support — Paid parental leave is clearly defined at 16 weeks for the birthing parent and 10 weeks for the non-birthing parent. Family medical leave and related supports are also noted.
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.
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