Enterprise Customer Success Manager

Enterprise Customer Success Manager (Travel)

Location:

Palo Alto, CA or San Francisco, CA

Department:
Account Management/Customer Success

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 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.

• Manage all post‑sales activity for Enterprise customers through strong relationship‑building, product knowledge, planning, and execution
• Manage complex integration cycles with each Enterprise customer; 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

• 5+ years of experience in Enterprise Customer Success Management
• 3+ years of experience in Travel industry or travel‑related company experience
• 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
• High energy, go‑getter with fresh ideas who takes the initiative to get things done
• Bachelor’s degree preferred or similar working experience

$116,000 — $175,000 USD

Navan is the leading all‑in‑one business travel and expense management solution that makes travel easy for frequent travelers. From finding flights and hotels, to automating expense reconciliation, with 24/7 support along the way, Navan delivers an intuitive experience travelers love and finance teams rely on. See how Navan customers benefit and learn more at

Navan provides a comprehensive benefits package tailored to support your well‑being and financial security. Our offerings include generous medical plans, dental, and vision benefits with premiums covered by Navan, as well as various insurance options designed to cover each family's needs. We also prioritize your holistic wellness with perks like paid parental and bereavement leave, subsidized commuter benefits, mental health support, connectivity stipends, and even pet insurance.

Navan believes in the value of in‑person connections, whether that is sitting down to have lunch with one another, taking a walking 1:1, or collaborating in a room together. The connections forged through face‑to‑face interactions improve company culture and drive business results. Navan invests in global office spaces — in the U.S., Europe, and Asia, among others — that feel welcoming.

Perks such as lunches and happy hours create a strong team environment to help you do your best work. We prioritize in‑person connections and operate on a four‑day‑in‑office work model. Please…