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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 customer C-suite, executive teams, and program administrators. Collaborate with Sales, Product, Finance, Support, and Operations teams to exceed goals.

Responsibilities

Manage all post-sales activity for Commercial customers, including onboarding, driving adoption and satisfaction, conducting EBRs, identifying expansion opportunities, and managing 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 program administrators and end users.
Conduct regular check-ins, adoption review meetings, and Executive Business Reviews to ensure all T&E spend goes through Navan and remains aligned 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 prioritize effectively 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, initiative-taker with a proactive approach.
Highly intelligent, passionate, driven, high EQ, coachable individuals.
Strong proficiency in German and English.

Skills

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

Location

Remote

Work Type

Full-time

Experience Level

2-3 years

About the Company

Fast-paced and dynamic culture where change is constant.
Passionate about their work and believe they can achieve anything.
Offers a fun and exciting environment.