As the Manager, Enterprise Customer Success, you will be driving a team to launch new customers, achieve adoption targets, and maximize customer delight, growth and retention. Key skills include customer health analysis on a micro and macro level to pinpoint specific customers who need extra focus and attention. Understanding both quantitative and qualitative factors is essential. Our focus is not only on our admins and Executive sponsors; end user experience is at the core of our values so driving your team to maximize satisfaction and follow up with NPS respondents is a key part of your day to day.
This will be a highly visible and highly cross functional role. The AM function will partner closely with our Sales, Product, Finance, Support and Operations teams, all the way up to our C-Suite - to ensure we are delighting our clients, exceeding goals, and driving the large majority of revenue for Navan.
Navan is a hybrid working model with an expectation of 3x a week based out of our Palo Alto, San Francisco, Austin or New York City offices.
What You'll Do:
- Lead, scale, and manage a team of Enterprise Account Managers
- Meet or exceed revenue goals
- Design and launch critical programs to improve customer experience and operational efficiency
- Provide business analytic strength to help drive initiatives critical to ongoing growth
- Foster an environment of collaboration and ongoing learning within the team and across customer lifecycle
- Partner with the sales team to optimize a seamless customer launch program
- Executive analysis of customer health to drive satisfaction, adoption, retention, and reduce churn
- Maintain a deep understanding of our product and speak with customers about the most relevant features/functionality for their specific requirements
- Liaison with Product and Engineering on identification/tracking of customer requirements in-region
- Improve upon our existing approaches to customer engagement and account management
- Travel is required 25 - 50% of time for onsite implementation, training and annual reviews
What We’re Looking For:
- 5+ years of management experience in Enterprise Account Management or Sales positions within a rapidly growing SaaS company or high growth technology company
- Prior experience leading and/or building an Account management (or equivalent) function
- Proven track record of conducting quantitative analysis to derive insights and implement growth strategies
- People management and development; demonstrated leadership through accountability, continuous training and coaching
- Be able to prioritize tasks and initiatives in a fast-paced environment, as well as problem-solve
- Attention to detail is a must
- Passion for travel and focusing on the customer experience
- Experience working with C-level client executives is a must
- High energy, go-getter with fresh ideas who takes the initiative to get things done
