Navan is looking for an exceptional Director, Commercial Customer Success and Account Management to scale and grow our Commercial Customer Success segment across key EMEA markets. This is a highly visible, strategic, and cross-functional leadership role focused on driving revenue growth, maximizing customer value, and ensuring world-class customer experiences for our Commercial customer base.
You will lead a team of high-performing Customer Success Managers responsible for post-sales relationships with our most strategic Commercial customers. The role includes managing four direct reports, overseeing the leaders for UKI, DACH, France and Scaled.
Your mission is to expand and optimize the Commercial and Scaled segment, ensuring clients successfully implement, adopt, and expand their use of the Navan platform, ultimately driving retention, growth, and satisfaction.
This role reports directly to the VP, Account Management, EMEA and partners closely with Sales, Implementation, Product, Finance, Support, and Operations teams - to deliver revenue growth and an exceptional customer experience.
Your success will be measured by attainment of revenue targets, adoption KPIs, and the growth and health of the Commercial and Scaled customer segment.
What You’ll Do- Scale and lead the Commercial Customer Success segment, building a high-performing team of Customer Success Managers across UK, France and DACH
- Own all post-sales activities for Commercial customers, including onboarding, adoption, renewals, upsells and expansion.
- Partner closely with Sales and Implementation to ensure smooth transitions and fast onboarding for new Commercial customers.
- Develop and execute strategic account management frameworks specifically tailored to scale the Commercial segment.
- Establish performance goals and KPIs for your team, ensuring accountability and alignment with growth objectives.
- Act as an escalation point for key Commercial accounts and support CSMs in executive-level conversations.
- Build strong cross-functional partnerships to advocate for Commercial customer needs and influence the product roadmap.
- Analyze Commercial portfolio performance, forecast revenue growth, and proactively address risk to ensure retention and expansion.
- Create and implement process improvements to enhance scalability, efficiency, and customer experience in the Commercial and Scaled segment.
- Serve as a player-coach, modeling best practices for customer engagement, QBRs, and executive business reviews.
- Champion a culture of collaboration, continuous learning, and operational excellence within the Commercial Customer Success team.
- Travel up to 50% for key customer meetings, launches, and executive reviews.
- 7+ years of experience in Account Management, Customer Success, Implementations, Sales or similar customer-facing roles within high-growth SaaS or technology companies.
- 3+ years of leadership experience, managing managers or large teams.
- Proven track record of scaling account management teams and achieving revenue and renewal targets.
- Strong experience in the travel and expense industry is highly preferred.
- Expertise with MEDDPICC or Command of the Message methodologies.
- Exceptional communication and relationship-building skills, including experience engaging with C-level executives.
- Strong project management, analytical, and problem-solving skills, with a bias for action.
- London-based or willing to relocate.
- Fluency in English required, French or German is a plus.
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