Enterprise Customer Success Manager

| Greater NYC Area | Hybrid
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As an Enterprise Customer Success Manager, you will be a trusted advisor to key named/strategic customers, helping them succeed with our platform and ensuring they receive maximum value from our solution throughout their lifecycle. You’ll be responsible for understanding customer requirements, implementing and onboarding new customers, conducting product training, driving adoption and retention, and ensuring ongoing satisfaction. You’ll will work with our customer C-Suite and executive teams, as well as our program counterparts to drive a successful program.

This role works with stakeholders across the company in Sales, Support, Marketing, Product, Engineering, and Finance.

RESPONSIBILITIES

  • Manage all post-sales activity for Enterprise customers through strong relationship-building, product knowledge, planning, and execution
  • Manage complex integration cycles, relationship, with each Enterprise customers; developing key relationships and executing within customer subteams (Finance, HR, etc.)
  • Develop a trusted advisor relationship with customers (C-suite) to ensure goals are aligned from a business strategy perspective and success metrics are identified
  • Work closely with your Account Executive counterpart to develop a joint success plan for your customers
  • Constantly assess “health checks” for your customers to drive satisfaction, adoption, retention, and reduce churn
  • Serve as the ‘voice of the customer’ and provide internal feedback on how we can better serve them to maximize customer value and retention
  • Maintain a deep understanding of our product and speak with customers about the most relevant features/functionality for their specific requirements
  • Increase customer retention and ensure alignment by conducting regular check-in calls and Quarterly & Strategic Business Reviews
  • Work closely with Product and Engineering on identification/tracking of enhancement requests
  • Handle escalations and work across teams to resolve issues
  • Improve upon our existing approaches to customer engagement and account management leveraging our CS platform

QUALIFICATIONS

  • Bachelor’s degree
  • 3+ years of experience in Enterprise Customer Success Management
  • Travel industry background
  • Excellent project management and organizational skills in a high pressure environment, working with high value customers
  • Be able to prioritize tasks and initiatives in a fast-paced environment, as well as problem-solve
  • Attention to detail is a must
  • High energy, go-getter with fresh ideas who takes the initiative to get things done
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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
  • People Operations
    • JavaLanguages
    • JavascriptLanguages
    • KotlinLanguages
    • SqlLanguages
    • SwiftLanguages
    • TypeScriptLanguages
    • Google AnalyticsAnalytics
    • TableauAnalytics
    • FigmaDesign
    • PhotoshopDesign
    • AsanaManagement
    • Google DriveManagement
    • Google DocsManagement
    • Google SlidesManagement
    • JIRAManagement
    • Chorus.AICRM
    • DocuSignCRM
    • LinkedIn SalesNavigatorCRM
    • OutreachCRM
    • SalesforceCRM
    • MailChimpEmail
    • SlackCollaboration
    • ZoomCollaboration
    • AsanaProject Management

Location

115 W 18th St. 6th Floor., New York City, NY 10011

An Insider's view of Navan

What are some social events your company does?

It’s may sound cliche, but Navan’s sales culture is ‘work hard, play hard’. Navan knows how to have fun and build an awesome culture. It's beyond your usual happy hours; I’m talking about incredible trips, gourmet handrolls, and lots of dogs! It’s safe to say I’ve met my best friends at Navan.

Nathaniel

Mid-Market Account Executive

How do you collaborate with other teams in the company?

The culture here promotes direct communication and mutual trust, fostering cross-functional collaboration among talented and driven coworkers. Our clear business goals empower us to work together and constantly challenge each other to raise the bar and deliver the best platform, experience, and partnership for our customers.

Jordan

Regional Director, Mid-Market Expense Sales

How has your career grown since starting at the company?

I've had the pleasure of sitting in 8+ roles here at Navan over the last 5 years (SDR to Regional Director). Being at a business with lofty goals and a "failure isn't an option" mentality opens the door to expedite career progression, constant new opportunities and projects, and the ability to learn from a one-of-a-kind leadership team.

Anna

Regional Director, Enterprise Expense Sales

What are Navan Perks + Benefits

Navan Benefits Overview

Our Benefits

We realize benefits are important as they support keeping you at your best at all times. Our benefits are here for you if you get sick or hurt, help you save for now and later, encourage you to take time off work and travel, and provide perks specific to being a Navan employee both in and out of the office.

Culture
Volunteer in local community
Partners with nonprofits
Open door policy
OKR operational model
Team based strategic planning
Pair programming
Open office floor plan
Employee resource groups
Employee-led culture committees
Hybrid work model
In-person all-hands meetings
President's club
Employee awards
Diversity
Diversity employee resource groups
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Pet insurance
Wellness programs
Mental health benefits
Financial & Retirement
401(K)
Company equity
Child Care & Parental Leave Benefits
Generous parental leave
Family medical leave
Company sponsored family events
Vacation & Time Off Benefits
Unlimited vacation policy
Generous PTO
Paid holidays
Paid sick days
Flexible time off
Floating holidays
Bereavement leave benefits
Company-wide vacation
Office Perks
Commuter benefits
Company-sponsored outings
Free daily meals
Free snacks and drinks
Some meals provided
Company-sponsored happy hours
Onsite office parking
Pet friendly
Relocation assistance
Home-office stipend for remote employees
Mother's room
Professional Development Benefits
Job training & conferences
Lunch and learns
Promote from within
Mentorship program
Continuing education available during work hours
Online course subscriptions available
Customized development tracks
Personal development training

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