Enterprise Customer Success Manager

Navan; Greater London; On-site; GBP 80,000 - 100,000; Full time

Job summary

A leading travel management solution provider in Greater London seeks an experienced Enterprise Customer Success Manager. In this role, you will be a trusted advisor to strategic customers, ensuring they derive maximum value from the platform. Responsibilities include managing post-sales activities and developing strong relationships with customers. The ideal candidate must have over 5 years of experience in customer success and fluency in both French and English. This position offers a competitive benefits package and requires in-office presence for team collaboration.

Benefits

Generous medical plans

Paid parental leave

Mental health support

Commuter benefits

Qualifications

• 5+ years of experience in Enterprise Customer Success Management.
• Experience in the Travel industry.
• Ability to prioritize tasks in a fast-paced environment.

Responsibilities

• Manage post-sales activity for Enterprise customers.
• Develop relationships with C-suite customers.
• Conduct regular health checks for customer satisfaction.

Skills

Project management

Organizational skills

Fluency in French

Fluency in English

Problem-solving

Education

Bachelor’s degree or similar experience

Job description

Get started Navan Travel is free* — no platform fees

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, relationship, with each Enterprise customers; 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
• Experience working within the Travel industry
• Excellent project management and organizational skills in a high pressure environment, working with high value customers
• Be able 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
• Fluent in French and English.
• Bachelor’s degree preferred or similar working experience

About Navan

Navan is the leading all‑in‑one business travel and expense management solution 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.

Navan provides a comprehensive benefits package tailored to support your well‑being and financial security. Our offerings include generous medical plans, dental, and vision benefits with premiums covered by Navan, as well as various insurance options designed to cover each family's needs. We also prioritize your holistic wellness with perks like paid parental and bereavement leave, subsidized commuter benefits, mental health support, connectivity stipends, and even pet insurance.

Workplace Policy

Navan believes in the value of in‑person connections, whether that is sitting down to have lunch with one another, taking a walking 1:1, or collaborating in a room together. The connections forged through face‑to‑face interactions improve company culture and drive business results. Navan invests in global office spaces — in the U.S., Europe, and Asia, among others — that feel welcoming. Perks such as lunches and happy hours create a strong team environment to help you do your best work. We prioritize in‑person connections and operate on a four‑day‑in‑office work model. Please expect this policy for all roles that are tied to an office.

Navan is an equal opportunity employer. We make all employment decisions based solely on merit. We provide equal employment opportunity to all applicants and employees without discrimination on the bases of race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. We prohibit any such discrimination or harassment. This policy applies to all terms and conditions of employment, including hiring.

Accommodations

Navan complies with the Americans with Disabilities Act (ADA), as amended by the ADA Amendments Act, and all applicable state or local law. Navan will reasonably accommodate qualified individuals with a disability in connection with applications for employment as required by law.

Please review Navan's Candidate Privacy Notice here.

Job Search Best Practices

We have been made aware of recruitment scams involving fraudulent attempts to lure job seekers into sending money or personal information in return for fake job offers or coerce them into purchasing equipment by electronic funds transfer (Zelle, Venmo, etc.) Legitimate Navan recruiters will never ask for money in any recruitment or onboarding activities. All available job openings at Navan will be posted on Navan’s website and all Navan recruiters will be reachable through an email address ending in “@navan.com” or “@navan.tech” or "@talent.navan.com".