Customer Success Manager

Remote from: USA
Salary, yearly, USD: 97,500 - 130,000
Department: Customer Success
Employment type: Full Time,
Job posted: 1 Jun 2026
Apply before: 1 Jul 2026
Experience level: Senior
Views / Applies: 36 / 7

Make travel easy for every traveler by being the best travel agency on the planet.

Computer Software
2015

AI Summary

This Customer Success Manager role at Navan focuses on ensuring client success and satisfaction by leading strategic and technical migrations from legacy R&M technology to the Navan platform. The position involves managing complex, multi-stakeholder projects, driving product adoption, and building trusted advisor relationships with executive stakeholders. Key responsibilities include conducting health checks, Quarterly Business Reviews, and acting as the voice of the customer for internal teams. The ideal candidate has 7+ years of experience in Customer Success or Account Management, preferably in Corporate Travel Management, with strong project management and communication skills.

Role DNA

Job Complexity

Easy Hard

Pace & Pressure

Relaxed Fast-paced

Autonomy Level

Guided Full Ownership

Communication Load

Independent Highly Collaborative

AI Insight This role requires managing complex migrations, multi-stakeholder relationships, and high client expectations, which demands significant experience and strategic problem-solving.

Salary Analysis

AI Insight The offered salary range of $97,500-$130,000 is competitive and aligns with the market median for Customer Success Managers with 7+ years of experience. The midpoint of $113,750 is slightly above the national average, reflecting the specialized skills required for migration projects.

Key Skills

Customer Success Account Management Project Management Strategic Planning Client Relationship Management Change Management Product Adoption Data Analysis Communication Corporate Travel

Cover Letter Sample

Dear Hiring Manager,

I am excited to apply for the Customer Success Manager position at Navan. With over 8 years of experience in customer success and account management, I have successfully led complex migration projects and built strong relationships with executive stakeholders. My background in Corporate Travel Management has equipped me with the skills to drive product adoption and ensure seamless transitions for clients.

In my previous role, I managed multi-stakeholder implementations that resulted in a 95% retention rate and increased client satisfaction scores. I am passionate about acting as the voice of the customer and collaborating with product teams to enhance platform value. I am confident that my expertise in strategic problem-solving and change management will contribute to Navan's success.

Thank you for considering my application. I look forward to the opportunity to discuss how I can support your clients' success.

Sincerely,
[Your Name]

Possible Interview Questions

Can you describe a complex migration project you managed? How did you ensure a seamless transition?

I managed a migration for a large law firm from legacy R&M software to a new platform. I created a detailed project plan with milestones, conducted regular stakeholder meetings, and provided training sessions. I also established a hypercare period post-launch to address any issues quickly, resulting in a smooth transition with minimal downtime.

How do you handle resistance to change from clients during a migration?

I use active listening to understand their concerns and provide clear communication about the benefits of the new system. I also involve key stakeholders early in the process to gain buy-in and offer hands-on support to ease the transition. Building trust through transparency and empathy is crucial.

Describe a time you turned a dissatisfied client into a loyal advocate.

A client was unhappy with the product's reporting capabilities. I worked with the product team to prioritize their feature request and provided workarounds in the interim. I scheduled regular check-ins to update them on progress. Once the feature was released, they became a reference account.

How do you prioritize competing tasks when managing multiple client migrations?

I use project management tools to track milestones and deadlines. I assess urgency and impact, and communicate with stakeholders to set expectations. I also delegate tasks when possible and ensure I have buffer time for unexpected issues.

What strategies do you use to drive product adoption among end-users?

I create tailored training materials and conduct webinars. I also identify champions within the client organization to promote usage. Regular follow-ups and sharing success stories help reinforce the value. Tracking adoption metrics allows me to adjust strategies as needed.

As a Client Success Manager, you will be a strategic partner and trusted advisor to key clients. Your primary mission is to ensure their success, drive satisfaction, and maximize value throughout their lifecycle with Navan. A critical component of this role involves leading the strategic and technical migration of clients from legacy R&M technology to the Navan platform, ensuring a seamless and high-touch transition. You will develop strong relationships with key program stakeholders, acting as the ‘voice of the customer’ to prioritize adoption, retention, and long-term partnership over commercial focus.

What You’ll Do:

Serve as the overall owner of the client relationship and the success of the customer’s migration journey and subsequent post-sales activities.
Drive complex, multi-stakeholder client migrations from legacy R&M technology onto the Navan platform, managing the project from initial scoping to go-live and hypercare..
Drive product adoption, retention, and compliance by providing consultative advice and customer enablement (training for end-users and administrators).
Develop and maintain strong, multi-level trusted advisor relationships with executive stakeholders to ensure strategic alignment and ongoing customer satisfaction.
Conduct regular health checks, Quarterly Business Reviews, and Strategic Business Reviews to proactively assess customer health, satisfaction, adoption, and retention, with a focus on churn prevention.
Act as the ‘Voice of the Customer’ for internal teams (Product, Engineering, Sales) by providing feedback on platform optimization, addressing product gaps, and resolving escalations.
Maintain a deep understanding of the Navan product and integrated Premier value proposition to speak with customers about the most relevant features and functionality.
Work closely with Product and Engineering on identification/tracking of enhancement requests.

What We’re Looking For:

7+ years of experience in Customer Success Management or Account Management, with a focus on client happiness and retention.
Proven experience managing complex, multi-stakeholder migration or implementation projects, in the Corporate Travel Management industry, preferably with Law firm or other professional service client industry experience.
Exceptional project management, organizational, and strategic problem-solving skills to navigate complex change management during migrations.
High EQ and strong communication skills with the ability to manage change resistance and gain executive buy-in across customer program administrators and stakeholders.
Drive for results, client-focused mindset, and high attention to detail.
Bachelor’s degree preferred or similar professional 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

$97,500—$130,000 USD

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