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About the Role

Drive adoption and revenue from commercial accounts by ensuring clients maximize value from the Navan platform. Understand customer goals, onboard new customers, conduct product training, drive adoption and retention, and ensure ongoing satisfaction. Partner with Sales, Product, Finance, Support, and Operations teams.

Responsibilities

• Manage all post-sales activity for Commercial customers including onboarding, driving adoption and satisfaction, conducting EBRs, identifying expansion opportunities, and managing renewals.
• Develop a trusted advisor relationship with customers to align business strategy and identify success metrics.
• Partner with Account Executives to implement and launch new customers within target timeframes.
• Develop and maintain a deep understanding of the travel and expense product offering to enable program administrators and end users.
• Conduct regular check-ins, adoption review meetings, and Executive Business Reviews to ensure all T&E spend goes through the Navan platform and aligns with customer business goals.
• Handle customer escalations and collaborate across teams to resolve issues.
• Act as the 'voice of the customer' and provide internal feedback for service improvement.
• Identify and execute upsell opportunities, including adding new customer departments, teams, and geographies.
• Identify cross-sell opportunities for the Expense solution to Travel customers and partner with Expense AEs.
• Own manual customer renewals.

Requirements

• 2-3 years of experience in Customer Success Management, Account Management, or a related customer-facing position within a rapidly growing company.
• Preferred experience in corporate travel management and/or fintech.
• Ability to think strategically, problem-solve, and effectively prioritize work in a fast-paced, rapidly changing environment.
• Data-driven mindset with attention to detail.
• Strong communication and presentation skills.
• Demonstrable track record of high performance and success.
• High energy, go-getter with initiative.
• Highly intelligent, passionate, driven, high EQ, coachable individuals.

Skills

• Customer Success Management
• Account Management
• Product Training
• Adoption and Retention
• Client Relationship Management
• Strategic Thinking
• Problem Solving
• Prioritization
• Data Analysis
• Communication
• Presentation
• Upselling
• Cross-selling
• Renewal Management

Experience Level

• 2-3 years

Education Level

• Bachelor’s degree preferred or similar work experience

About the Company

• Fast-paced and dynamic culture where change is constant.
• Passionate about what we do.
• Belief in achieving ambitious goals.