Customer Success Manager

As a Client Success Manager, you will be a strategic partner and trusted advisor to 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 develop strong relationships with key program stakeholders, acting as the 'voice of the customer' to prioritize adoption, retention, and long-term partnership over commercial focus.

What You'll Do: Serve as the overall owner of the client relationship and the success of the customer's migration journey and subsequent post-sales activities.

Drive 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).

• Develop and maintain strong, multi-level trusted advisor relationships with executive stakeholders to ensure strategic alignment and ongoing customer satisfaction.

Conduct regular health checks, Quarterly Business Reviews, and Strategic Business Reviews to proactively assess customer health, satisfaction, adoption, and retention, with a focus on churn prevention.

• Act as the 'Voice of the Customer' for internal teams (Product, Engineering, Sales) by providing feedback on platform optimization, addressing product gaps, and resolving escalations.

• Maintain a deep understanding of the Navan product and integrated Premier value proposition to speak with customers.

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Work closely with Product and Engineering on identification/tracking of enhancement requests.

What We're Looking For: 7+ years of experience in Customer Success Management or Account.