Reed & Mackay Internal
Client Success Manager
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Client Success Manager
Client Success Manager
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 prioritise adoption, retention, and long-term partnership above commercial focus.
What You'll Do
- Serve as the overall owner of the client relationship, including 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
- Manage projects from initial scoping to go-live and hypercare
- Drive product adoption, retention, and compliance by providing
- Consultative advice
- Customer enablement
- Training for end-users and administrators
- Develop and maintain strong, multi-level trusted advisor relationships with executive stakeholders
- Ensure strategic alignment and ongoing customer satisfaction
- Conduct regular:
- Health checks
- Quarterly Business Reviews (QBRs)
- Strategic Business Reviews (SBRs)
- 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)
- Provide feedback on:
- Platform optimisation
- Address product gaps
- Resolve escalations
- Provide feedback on:
- Maintain a deep understanding of:
- The Navan product
- Integrated Premier value proposition
- Speak with customers about the most relevant features and functionality
- Work closely with Product and Engineering on identification and tracking of enhancement requests
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What We're Looking For
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- 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
- Preferable experience with Law firm or other professional service client industries
- Exceptional:
- Project management
- Organisational
- Strategic problem-solving skills for navigating complex change management during migrations
- High Emotional Intelligence (EQ) and strong communication skills to:
- Manage change resistance
- 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 equivalent professional experience
“It took my CV and asked me questions relevant to understanding what kind of jobs to suggest for me. Suggestions were almost perfect. Jobs were exactly what I’ve been looking for.”
Jessica, London
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