As the leader of the Commercial Account Management team, you will be responsible for driving revenue and ensuring our clients are maximizing the value they take from the Navan platform. 

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.  

You’ll be responsible for enabling your team to understand customer requirements, implement and onboard new customers, conduct product training, drive adoption, growth and retention, and ensure ongoing satisfaction through relationship management.

This role is newly created due to the growth of the business and will report into the EMEA Director of Customer Success (Commercial & MM) and work with stakeholders across the company in Sales, Support, Marketing, Product, Engineering, and Finance.

Your overall success will be measured on customer adoption & portfolio growth, customer satisfaction, and customer retention.

What You’ll Do:

• Lead, scale, and manage a team of Commercial Account Managers based in London/Dublin 
• 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% of time for onsite implementation, training and annual reviews

What We’re Looking For:

• Bachelor’s degree, Masters Preferred
• Prior experience leading and/or building an Account management (or equivalent) function
• 2+ years of management experience in Customer Success, Account Management, or related customer-facing position within a rapidly growing SaaS company or high growth technology company
• 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