Enterprise Customer Success Manager

Navan; Amsterdam; On-site; EUR 70,000 - 90,000; Full time

Job summary

Navan in Amsterdam is seeking an Enterprise Customer Success Manager to act as trusted advisor to key named/strategic customers, ensuring they gain maximum value from our platform throughout their lifecycle. You’ll onboard new customers, conduct product training, drive adoption and retention, and ensure ongoing satisfaction.

You will work with the C‑Suite and cross‑functional teams across Sales, Support, Marketing, Product, Engineering, and Finance to deliver a successful program and

Qualifications

• 5+ years of experience in Enterprise Customer Success Management.
• Experience in Travel or Expense management industries is a must.
• Excellent project management and organizational skills in a high pressure environment.
• Ability to prioritize tasks in a fast-paced setting and solve problems.
• Attention to detail is essential.
• High energy, proactive, with initiatives to get things done.
• Fluent in Dutch and English.
• Bachelors or equivalent working experience preferred.

Responsibilities

• Manage post-sales activity for Enterprise customers with relationship-building and product knowledge.
• Develop trusted advisor relationships with customers (C-suite) to align goals and success metrics.
• Onboard new customers and conduct product training to drive adoption.
• Collaborate with Account Executive to create joint success plans for customers.
• Monitor customer health and drive retention while reducing churn.
• Collect and relay voice of the customer to internal teams to improve offering.
• Maintain product knowledge and discuss relevant features with customers.
• Lead quarterly and strategic business reviews to ensure alignment.
• Coordinate with Product and Engineering on enhancement requests.
• Handle escalations across teams to resolve issues.

Skills

Enterprise customer success

Relationship management

Dutch language

English language

Education

Bachelor’s degree preferred or equivalent

Tools

Customer success platform

Job description

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 in the Travel or Expense management industries is a must.
• 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 Dutch and English.
• Bachelor’s degree preferred or similar working experience.

Navan uses AI‑assisted Automated Employment Decision Tool (Metaview) to assist with evaluating resumes against job qualifications for this role. All final decisions are made by human recruiters and hiring managers.

Human oversight: Metaview does not automatically reject candidates or make final hiring decisions. Our recruiters and hiring managers review all outputs and make the final hiring decision regarding every application.

• Your rights: If you prefer to have your application reviewed without AI assistance, you may request a human evaluation by entering your email here . Your decision to do so will not affect how your candidacy is evaluated.

Please refer to our Candidate Privacy Notice for more information about our processing of personal data, and your rights.

Navan is an all‑in‑one super app that simplifies travel and expense management, enabling users to focus on what matters while enhancing visibility and control for companies.

Location Amsterdam, Noord-Holland, Netherlands