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Enterprise Customer Success Manager

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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 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.

What You'll Do:

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

What We're Looking For:

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

The posted pay range represents the anticipated low and high end of the compensation for this position and is subject to change based on business need. To determine a successful candidate’s starting pay, we carefully consider a variety of factors, including primary work location, an evaluation of the candidate’s skills and experience, market demands, and internal parity.

For roles with on-target-earnings (OTE), the pay range includes both base salary and target incentive compensation. Target incentive compensation for some roles may include a ramping draw period. Compensation is higher for those who exceed targets. Candidates may receive more information from the recruiter.

Pay Range

$116,000—$175,000 USD

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3.3

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CEO of Navan

Ariel Cohen

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Average salary estimate

$145500 / YEARLY (est.)

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$116000K

$175000K

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What You Should Know About Enterprise Customer Success Manager, Navan

As an Enterprise Customer Success Manager at our innovative tech company located in New York, you will embark on an exciting journey as a pivotal force in our customer success strategy. In this role, you will serve as a trusted advisor to our key strategic customers, ensuring they receive maximum value from our platform. Your primary responsibilities will include understanding customer requirements, facilitating smooth onboarding processes, conducting comprehensive product training, and driving customer adoption and satisfaction. You'll engage regularly with our customers' C-suite and executive teams, forging strong relationships that are essential for success. Collaborating with various internal stakeholders, including Sales, Support, Marketing, Product, Engineering, and Finance, you’ll manage all post-sales activities efficiently. Whether it’s handling complex integration cycles or creating joint success plans with your Account Executive counterpart, your expertise will be crucial. You’ll constantly monitor customer health metrics to foster retention and minimize churn. Additionally, you will advocate for customer needs internally, ensuring our product continuously evolves to meet those needs. With your keen project management skills and a positive attitude, you’ll thrive in our fast-paced environment, turning challenges into opportunities. If you’re an energetic go-getter with a drive for excellence and a passion for customer success, this role will not only advance your career but significantly impact our clients' success stories.

Frequently Asked Questions (FAQs) for Enterprise Customer Success Manager Role at Navan

What are the key responsibilities of the Enterprise Customer Success Manager at our company?

The Enterprise Customer Success Manager plays a vital role in managing post-sales activities, fostering relationships with C-suite executives, and ensuring that strategic customers derive maximum value from our platform. You'll be involved in onboarding, product training, driving product adoption, and conducting regular health checks to enhance customer satisfaction and retention.