Enterprise Customer Success Manager, Navan
3 days a week in office
Travel management company
Open for applications
Travel management company
201-500 employees
Open for applications
3 days a week in office
201-500 employees
Company mission
To reinvent the legacy category of travel and expense with one of the first enterprise technologies utilising the cloud, mobile, and AI to balance business needs with today's modern standards.
Role
Who you are
- 5+ years of experience in Enterprise Customer Success Management
- 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
- Bachelor’s degree preferred or similar working experience
What the job involves
- 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, 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
Our take
Navan (formerly known as TripActions) is operating in a crowded marketplace, betting against rivals with similar offerings of user interface personalisation technology. Even so, the company's growth has skyrocketed and it has attracted significant investor interest. Competitors cannot match Navan's cutting-edge, AI-driven services, as well as 24-hour customer support.
Since its founding in 2015 the company has seen significant growth in transactions and in active users. Having expanded from its core travel expense management product, it now offers a corporate card and general expenses management, underwriting its customers' short term business expenses with its own Liquid financial offering. Navan has a list of impressive clients, including Glassdoor, Zoom, and Shopify.
Moving forwards, the company is focused on gaining more reach, especially in Europe. As part of the expanded go-to-market strategy, it rebranded to Navan with a more people-centric design approach. It also combined its travel, corporate card and expense services into a single app which is now available to individual users rather than only through a corporate account. This will be key in bridging the gap between business travel and consumer apps.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Some candidates hear
back within 2 weeks
45% female employees
-40% employee growth in 12 months
Company
Funding (last 2 of 9 rounds)
Oct 2022
$154m
SERIES G
Oct 2021
$275m
SERIES F
Total funding: $1.1bn
Company benefits
- Flexible Vacation
- Healthcare
- Commuter benefits
- Parental leave
- Health and Wellness
- Fuel for Connection
- Pet Friendly
- 401k (retirement plan)
- IATAN (travel-related discounts)
- Connectivity Allowance
- Learning & Development
Company values
- Focus on Users
- Tech-Forward Solutions
- Lead with Context
- Communicate with Candor
- Raise the Bar
- One Diverse Team
Company HQ
Ventura, Palo Alto, CA
Articles
Leadership
Ariel Cohen
(CEO)Research and Development director in Mercury Interactive (and HP after acquisition of Mercury). Product Management director, then VP, at Jive Software. Previously co-founded StreamOnce with Ilan.
Ilan Twig
(CTO)Studied Computer Science, managing positions in software engineering including VP and EVP of engineering at Jive Software. Previously co-founded StreamOnce with Ariel.
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