Senior Client Success Manager

Navan; Palo Alto (CA); On-site; USD 110,000 - 120,000; Full time

Job summary

Navan is seeking a Senior Client Success Manager in the United States (Palo Alto area) to act as a strategic partner and trusted advisor for Navan's most complex enterprise clients.

You will steer cross‑functional migrations from legacy R&M to Navan, drive adoption and retention, and maintain executive‑level relationships to maximize long‑term value. This role emphasizes high‑touch, proactive customer success and strategic guidance.

Qualifications

• 12+ years of experience in Customer Success Management or Account Management within Corporate Travel Management, focusing on client happiness and retention.
• Demonstrated history of white‑glove services and managing enterprise clients such as law firms or professional services.
• Exceptional project management, organizational, and strategic problem‑solving skills for complex migrations.
• High emotional intelligence and strong communication to gain executive buy‑in across admins and stakeholders.
• Strong attention to detail with a client‑first mindset.

Responsibilities

• Own and strategize the client relationship, oversee complex migrations from legacy R&M to Navan, and manage post‑sales activities.
• Lead multi‑stakeholder migrations from scoping to go‑live and hypercare.
• Drive product adoption, retention, and compliance through consultative guidance and user/admin training.
• Cultivate executive relationships with C‑suite stakeholders to ensure strategic alignment and long‑term value.
• Lead health checks, QBRS, and strategic reviews to monitor adoption, satisfaction, and risk.

Skills

Executive stakeholder management

Project management

Change management

Customer success

Communication skills

Education

Bachelor’s degree or equivalent

Job description

As a Senior Client Success Manager, you will act as a lead strategic partner and executive-level trusted advisor to Navan's most strategic and complex key clients. Your primary mission is to ensure their success, drive satisfaction, and maximize value throughout their lifecycle with Navan. A critical component of this role involves leading the strategic and technical migration of clients from legacy R&M technology to the Navan platform, ensuring a seamless and high-touch transition. You will cultivate deep, executive-level relationships with key program stakeholders, acting as the definitive 'voice of the customer' to prioritize adoption, retention, and long-term partnership over commercial focus.

What You’ll Do

• Serve as the overall owner and account strategist of the client relationship, overseeing the success of the customer's complex migration journey and subsequent post-sales activities.
• Lead and direct complex, multi-stakeholder client migrations from legacy R&M technology onto the Navan platform, managing the project from initial scoping to go-live and hypercare.
• Drive product adoption, retention, and compliance by providing consultative advice and customer enablement (training for end-users and administrators).
• Strategically cultivate and maintain strong, multi-level, trusted advisor relationships with C-suite and executive stakeholders to ensure strategic alignment and drive long‑term customer value.
• Conduct regular health checks, lead Quarterly Business Reviews, and spearhead Strategic Business Reviews to proactively assess customer health, satisfaction, adoption, and retention, with a strong focus on proactive risk mitigation and churn prevention.
• Act as the definitive 'Voice of the Customer' for internal teams (Product, Engineering, Sales) by prioritizing and driving strategic feedback on platform optimization, addressing product gaps, and owning complex critical escalations to resolution.
• Maintain a deep understanding of the Navan product and integrated Premier value proposition to speak with customers about the most relevant features and functionality.
• Work closely with Product and Engineering on identification/tracking of enhancement requests.

What We’re Looking For

• 12+ years of experience in Customer Success Management or Account Management within Corporate Travel Management, with a focus on client happiness and retention, preferably in the enterprise space.
• Demonstrated history of successfully providing white‑glove services and managing clients, with experience serving Law firms or other professional service industries.
• Exceptional project management, organizational, and strategic problem‑solving skills to navigate complex change management during migrations.
• High EQ and strong communication skills with the ability to manage change resistance and gain executive buy‑in across customer program administrators and stakeholders.
• Drive for results, client‑focused mindset, and high attention to detail.
• Bachelor’s degree preferred or similar professional experience.

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: $110,000 USD - $120,000 USD

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