Enterprise Customer Success Manager

As an Enterprise Customer Success Manager, you will be the trusted advisor and business owner for a portfolio of Navan's most strategic enterprise customers. You will be accountable for protecting long-term partnerships, delivering revenue performance, accelerating launch and adoption, and ensuring customers realize measurable value across Travel, Expense, and Payments.

You will translate customer priorities into joint success plans, build durable executive relationships, and orchestrate teams across Sales, Launch, Product, Engineering, Support, Finance, and regional operations. This role requires a commercially minded operator who can use data to identify what changed, distinguish risk from noise, and mobilize the right people around the highest-impact actions.

What You'll Do:

• Own post-sale outcomes across an assigned enterprise portfolio, with primary accountability for logo retention, revenue attainment, customer health, and durable partnership value.
• Build multi-year account strategies and joint success plans that connect customer business objectives to measurable adoption, value realization, renewal, and expansion outcomes.
• Accelerate customers from closed-won to launch, targeting launch within 90 days when scope permits and creating clear ownership for timelines, dependencies, and decisions.
• Drive customers toward full adoption within five months of launch and full realization by approximately month eight, adapting the plan to customer scope and complexity.
• Develop trusted, multi-threaded relationships with customer executives and leaders across Travel, Expense, Procurement, Finance, HR, Technology, Security, and regional teams.
• Lead EBRs, QBRs, steering committees, and executive conversations focused on value delivered, decisions required, emerging risks, and forward commitments.
• Maintain a reliable command of portfolio revenue, forecast, adoption, health, renewal timing, open commitments, and expansion pipeline; communicate changes and recommended actions clearly.
• Identify and advance expansion opportunities across products, employee populations, business units, and geographies in partnership with Sales and solution teams.
• Improve portfolio economics by understanding the drivers of yield, hotel mix, negotiated-rate strategy, gross margin, Expense adoption, card spend, and interchange.
• Surface customer risk early, create recovery plans, and lead cross-functional resolution of implementation, product, support, commercial, and relationship issues.
• Represent a synthesized customer voice internally and strengthen the broader Strategic Enterprise organization through reusable insights, playbooks, mentoring, and case studies.Improve upon our existing approaches to customer engagement and account management leveraging our CS platform

What We're Looking For:

•   7+ years of experience in enterprise customer success, strategic account management, consulting, revenue leadership, or a comparable customer-facing role.
• A demonstrated record of retaining and growing complex enterprise relationships while delivering measurable commercial, adoption, and customer outcomes.
• Experience leading global or highly matrixed customers with multiple products, regions, stakeholders, and executive sponsors.
• Strong financial and analytical acumen, including the ability to interpret revenue, forecast, adoption, unit economics, margin, and expansion data.
• Executive presence and communication skills that are concise, credible, commercially grounded, and effective in high-stakes situations.
• Exceptional judgment, ownership, prioritization, and resilience in a fast-paced environment with competing customer and business priorities.
• Demonstrated ability to influence senior internal and external stakeholders, create accountability, and lead through ambiguity without formal authority.
• Bachelor's degree preferred or equivalent practical experience; willingness to travel for strategic customer engagements as business needs require.