Strategic Enterprise Success Manager

01A; Greater London; On-site; GBP 60,000 - 90,000; Full time

Benefits offered by this job

Healthcare coverage

Retirement savings programs

Paid parental leave

Flexible time off

Equity plans

Job summary

Navan seeks an Enterprise Customer Success Manager to be a trusted advisor for strategic customers. You’ll drive onboarding, product training, adoption, and retention through partnership with C-suite and cross-functional teams.

You will coordinate with Sales, Support, Marketing, Product, Engineering, and Finance to maximize value and minimize churn while expanding relationships across large accounts.

Qualifications

• 5+ years of experience in Enterprise Customer Success Management.
• Experience in the Travel or Expense management industries is a nice to have.
• 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 English.
• Bachelor’s degree preferred or similar working experience.

Responsibilities

• 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

Skills

Enterprise CS

Stakeholder management

Project management

English fluency

Education

Bachelor's degree preferred

Job description

Navan seeks an Enterprise Customer Success Manager to be a trusted advisor for strategic customers. You’ll drive onboarding, product training, adoption, and retention through partnership with C-suite and cross-functional teams.

You will coordinate with Sales, Support, Marketing, Product, Engineering, and Finance to maximize value and minimize churn while expanding relationships across large accounts.