Client Success Team Lead

Job description

As a Team Leader within the North America Client Success team, you will be responsible for leading a team of highly-skilled Client Success Managers (CSMs) dedicated to Navan’s most strategic and high-touch clients, with a strong focus on the Law firm, Banking and Professional Services sector. Your role is centered on leadership and team management, providing strategic oversight to ensure excellence in white-glove client service, successful technical migrations from legacy R&M technology, and the cultivation of executive-level relationships. It is critical that this leader is also comfortable rolling up their sleeves and getting tactical and into the weeds to help their team navigate complex challenges and set operational best practices.

You will act as a trusted advisor to your team and internal stakeholders across Navan’s global network. This role requires strong leadership, commercial acumen, and the ability to drive a high-performing team to achieve exceptional results.

What You’ll Do:

• Provide leadership, direction, and coaching to an assigned team of Client Success Managers, setting clear goals, performance metrics, and tracking success to ensure alignment with wider business strategies and high standards of service and client engagement.
• Be accountable for client retention across your team’s portfolio, embedding a 100% client retention mindset and ensuring strategic, long-term partnerships.
• Act as the voice of the customer, ensuring key insights and feedback are shared across the business to drive service innovation and client success strategies.
• Support CSMs in navigating complex client relationships, contract negotiations, and identifying opportunities for growth, often requiring hands-on, tactical involvement.
• Promote a culture of collaboration, accountability, and continuous improvement, fostering an environment where the team thrives.
• Coach and enable CSMs in cultivating and maintaining strong, executive-level trusted advisor relationships with C-suite stakeholders to ensure strategic alignment and drive long-term customer value.
• Provide strategic guidance and executive oversight for complex, multi-stakeholder client migrations, ensuring the seamless and high-touch transition of clients from legacy R&M technology to the Navan platform.
• Stay ahead of industry trends, providing expert consultation and innovative solutions that reinforce Navan’s position as a trusted strategic partner.

What We’re Looking For:

• Proven experience in managing clients within the corporate travel or professional services industry.
• Previous experience coaching, leading or managing a team.
• A commercially focused approach, with the ability to drive revenue growth, profitability, and client contribution targets.
• Exceptional leadership and coaching skills, inspiring your team to deliver at the highest level.
• The ability to develop, track, and measure team effectiveness, using KPIs, performance metrics, and structured review processes.
• Strong strategic thinking, with the ability to provide big-picture leadership and guide the team through complex strategic partnerships.
• A deep understanding of the TMC landscape, corporate travel trends, and best practices.
• Flexibility to work across time zones and travel as needed to support both client and team objectives.