Client Success Manager

Job description

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 about the most relevant features and functionality.
• 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 Management, with a focus on client happiness and retention.
• Proven experience managing complex, multi-stakeholder migration or implementation projects, in the Corporate Travel Management industry, preferably with Law firm or other professional service client industry experience.
• 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.