Manager, Enterprise Customer Success

Navan; New York (NY); Hybrid; USD 176,000 - 235,000; Full time

Job summary

Navan seeks a Manager, Enterprise Customer Success to lead a team responsible for launching new customers, driving adoption targets, and maximizing satisfaction, growth, and retention. The role partners with Sales, Product, Finance, Support and Operations to ensure customers achieve value.

This hybrid position supports collaboration with executives and focuses on end-user experience, coaching, and accountability; offices require ~4x weekly presence across NYC, San Francisco, Palo Alto, or Austin.

Qualifications

• 5+ years of management experience in Enterprise Account Management or Sales.
• Experience leading and/or building an Account Management function in a fast-growing SaaS company.
• Proven ability to analyze quantitative data to derive growth insights.
• Strong people management, coaching, and development skills.

Responsibilities

• Lead, scale, and manage a team of Enterprise Account Managers.
• Meet or exceed revenue goals.
• Design programs to improve customer experience and operational efficiency.
• Provide business analytics to drive growth initiatives.
• Collaborate with Sales, Product, Finance, Support and Operations.
• Executive analysis of customer health to drive satisfaction and retention.
• Travel 25-50% for onsite implementation and reviews.

Skills

People management

Leadership

Analytical thinking

Strategic planning

Customer focus

C-level engagement

Travel readiness

Prioritization

Job description

As the Manager, Enterprise Customer Success, you will be driving a team to launch new customers, achieve adoption targets, and maximize customer delight, growth and retention. Key skills include customer health analysis on a micro and macro level to pinpoint specific customers who need extra focus and attention. Understanding both quantitative and qualitative factors is essential. Our focus is not only on our admins and Executive sponsors; end user experience is at the core of our values so driving your team to maximize satisfaction and follow up with NPS respondents is a key part of your day to day.

This will be a highly visible and highly cross functional role. The AM function will partner closely with our Sales, Product, Finance, Support and Operations teams, all the way up to our C-Suite - to ensure we are delighting our clients, exceeding goals, and driving the large majority of revenue for Navan.

Navan is a hybrid working model with an expectation of 4x a week based out of our Palo Alto, San Francisco, Austin or New York City offices.

What You'll Do

• Lead, scale, and manage a team of Enterprise Account Managers
• Meet or exceed revenue goals
• Design and launch critical programs to improve customer experience and operational efficiency
• Provide business analytic strength to help drive initiatives critical to ongoing growth
• Foster an environment of collaboration and ongoing learning within the team and across customer lifecycle
• Partner with the sales team to optimize a seamless customer launch program
• Executive analysis of customer health to drive satisfaction, adoption, retention, and reduce churn
• Maintain a deep understanding of our product and speak with customers about the most relevant features/functionality for their specific requirements
• Liaison with Product and Engineering on identification/tracking of customer requirements in-region
• Improve upon our existing approaches to customer engagement and account management
• Travel is required 25 - 50% of time for onsite implementation, training and annual reviews

What We're Looking For

• 5+ years of management experience in Enterprise Account Management or Sales positions within a rapidly growing SaaS company or high growth technology company
• Prior experience leading and/or building an Account management (or equivalent) functionProven track record of conducting quantitative analysis to derive insights and implement growth strategies
• People management and development; demonstrated leadership through accountability, continuous training and coaching
• Be able to prioritize tasks and initiatives in a fast-paced environment, as well as problem-solve
• Attention to detail is a must
• Passion for travel and focusing on the customer experience
• Experience working with C-level client executives is a must
• High energy, go-getter with fresh ideas who takes the initiative to get things done

The posted pay range represents the anticipated low and high end of the compensation for this position and is subject to change based on business need. To determine a successful candidate’s starting pay, we carefully consider a variety of factors, including primary work location, an evaluation of the candidate’s skills and experience, market demands, and internal parity.For roles with on-target-earnings (OTE), the pay range includes both base salary and target incentive compensation. Target incentive compensation for some roles may include a ramping draw period. Compensation is higher for those who exceed targets. Candidates may receive more information from the recruiter.

Pay Range: $176,250 USD - $235,000 USD

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.

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