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About the Role

Drive adoption and revenue from mid-market accounts by ensuring clients maximize value from the Navan platform. Build strong relationships, act as a trusted advisor, and partner with clients for successful onboarding, optimized engagement, and effective T&E program management through Navan. Collaborate with customer C-suite, executive teams, program administrators, and internal Sales, Product, Finance, Support, and Operations teams.

Responsibilities

Manage all post-sales activity for Mid-Market customers, including onboarding, adoption, satisfaction, EBRs, expansion identification, and renewals.
Develop trusted advisor relationships with customers (from program administrators to C-suite) 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 administrators and end-users.
Broaden relationships within accounts to access Economic Buyers and multiple champions across client organization teams and levels.
Conduct regular check-ins, adoption reviews, and Executive Business Reviews to ensure all T&E spend goes through Navan and aligns with customer business goals.
Collaborate cross-functionally to handle customer escalations and resolve issues.
Act as the 'voice of the customer' and provide internal feedback for service improvement, maximizing customer value and retention.
Identify and execute upsell opportunities, including adding new customer departments, teams, and geographies to the Navan Travel & Expense solution.
Identify cross-sell opportunities for the Expense solution to Travel customers and partner with Expense AEs to close deals.
Travel to customer sites as appropriate.

Requirements

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 and initiatives 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 fresh ideas who takes the initiative to get things done.
Highly intelligent, passionate, driven, high EQ, coachable individuals excited to delight clients, drive revenue, and accelerate careers.

Skills

Customer Success Management
Account Management
Customer-facing
Strategic thinking
Problem-solving
Prioritization
Data analysis
Attention to detail
Communication
Presentation
Relationship building
Cross-functional collaboration
Upselling
Cross-selling

Experience Level

3+ years

Education Level

Bachelor's degree preferred or similar work experience

About the Company

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