Navan Inc
Department: Account Management/Customer Success
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 and relationships with each Enterprise customer; 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. Excellent project management and organizational skills in a high-pressure environment, working with high-value customers. Ability 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. Bachelor’s degree preferred or similar working experience. The posted pay range represents the anticipated low and high end of the compensation for this position and is subject to change based on business need. To determine a successful candidate’s starting pay, we consider various factors, including primary work location, skills and experience, market demands, and internal parity. For roles with on-target-earnings (OTE), the pay range includes both base salary and target incentive compensation. Compensation may be higher for those who exceed targets. Candidates may receive more information from the recruiter. Pay Range
$116,000 — $175,000 USD 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 hours spent on the phone trying to change flights or manually input expenses. Navan empowers people to focus on what matters most — while providing companies with real-time visibility, savings, and control. Navan’s investors include Andreessen Horowitz, Lightspeed Ventures, Greenoaks, Zeev Ventures, and entrepreneurs Lee Fixel, Adam Bain, and Elad Gil. Valued at $9.2B, Navan is positioned for continued growth as it expands in the travel and expense market. In April 2023, Navan expanded in India with the acquisition of Tripeur, joining other acquisitions that strengthen our global presence and service offerings. At Navan, we value diversity and foster leadership and innovation. We provide resources, tools, and training to support your best work. Workplace Policy
We believe in the value of in-person connections and operate on a four-day-in-office work model, investing in welcoming global office spaces. Perks include lunches and happy hours to foster a strong team environment. Equal Opportunity Employment
Navan is an equal opportunity employer. We make employment decisions based on merit and do not discriminate based on race, religion, color, national origin, gender, sexual orientation, gender identity, age, veteran status, disability, or other protected characteristics. Accommodations
We comply with the ADA and all applicable laws to reasonably accommodate qualified individuals with disabilities. Privacy and Security
Please review Navan's Candidate Privacy Notice here. Job Search Best Practices
Beware of recruitment scams. Legitimate Navan recruiters will never ask for money. All job openings are posted on our website and recruiters will contact you from official Navan email addresses.
#J-18808-Ljbffr
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 and relationships with each Enterprise customer; 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. Excellent project management and organizational skills in a high-pressure environment, working with high-value customers. Ability 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. Bachelor’s degree preferred or similar working experience. The posted pay range represents the anticipated low and high end of the compensation for this position and is subject to change based on business need. To determine a successful candidate’s starting pay, we consider various factors, including primary work location, skills and experience, market demands, and internal parity. For roles with on-target-earnings (OTE), the pay range includes both base salary and target incentive compensation. Compensation may be higher for those who exceed targets. Candidates may receive more information from the recruiter. Pay Range
$116,000 — $175,000 USD 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 hours spent on the phone trying to change flights or manually input expenses. Navan empowers people to focus on what matters most — while providing companies with real-time visibility, savings, and control. Navan’s investors include Andreessen Horowitz, Lightspeed Ventures, Greenoaks, Zeev Ventures, and entrepreneurs Lee Fixel, Adam Bain, and Elad Gil. Valued at $9.2B, Navan is positioned for continued growth as it expands in the travel and expense market. In April 2023, Navan expanded in India with the acquisition of Tripeur, joining other acquisitions that strengthen our global presence and service offerings. At Navan, we value diversity and foster leadership and innovation. We provide resources, tools, and training to support your best work. Workplace Policy
We believe in the value of in-person connections and operate on a four-day-in-office work model, investing in welcoming global office spaces. Perks include lunches and happy hours to foster a strong team environment. Equal Opportunity Employment
Navan is an equal opportunity employer. We make employment decisions based on merit and do not discriminate based on race, religion, color, national origin, gender, sexual orientation, gender identity, age, veteran status, disability, or other protected characteristics. Accommodations
We comply with the ADA and all applicable laws to reasonably accommodate qualified individuals with disabilities. Privacy and Security
Please review Navan's Candidate Privacy Notice here. Job Search Best Practices
Beware of recruitment scams. Legitimate Navan recruiters will never ask for money. All job openings are posted on our website and recruiters will contact you from official Navan email addresses.
#J-18808-Ljbffr