Enterprise Customer Success Manager

Navan; United States; On-site; USD 110,000 - 160,000; Full time

Job summary

Navan is seeking an Enterprise Customer Success Manager to be a trusted advisor for key named and strategic customers, ensuring maximum value from our platform throughout their lifecycle. You will onboard, train, drive adoption, and collaborate with executive teams to align business goals and success metrics.

You’ll partner with Sales, Support, Marketing, Product, Engineering, and Finance to manage post-sales activities, complex integrations, and ongoing satisfaction, ultimately reducing churn

Qualifications

• 5 years of experience in Enterprise Customer Success Management.
• Excellent project management and organizational skills in a high pressure environment.
• Ability to prioritize tasks and initiatives in a fast-paced setting, with strong problem-solving.
• Attention to detail and a proactive, high-energy work approach.
• Bachelor’s degree preferred or equivalent working experience.

Responsibilities

• Manage post-sales activity for Enterprise customers through relationship building, product knowledge, planning, and execution.
• Oversee complex integrations and develop key relationships within customer subteams.
• Develop trusted advisor relationships with C-suite executives to align goals and metrics.
• Collaborate with Account Executives to create joint success plans for customers.
• Perform health checks to drive adoption, retention, and reduce churn.
• Advise internal teams on customer feedback to maximize value and retention.
• Speak with customers about relevant product features for their requirements.
• Conduct quarterly strategic business reviews and regular check-in calls.
• Work with Product and Engineering on enhancement requests and issue tracking.
• Handle escalations and coordinate across teams to resolve issues.
• Improve engagement and account management approaches using the CS platform.

Skills

Relationship building

Project management

Customer success

Problem solving

Excellent communication

Education

Bachelor's degree preferred

Tools

CRM systems

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
• 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‑solveli>
• Attention to detail is a must
• High energy, go‑getter with fresh ideas who takes the initiative to get things done
• Bachelor’s degree preferred or similar working experience

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