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Client Success Manager
Client Success Manager
At Reed & Mackay, we are more than a global leader in travel and event management; we are a team united by passion, care, and entrepreneurial spirit. As a unique brand within the Navan Group, we provide deep sector expertise and customized programmes from offices across the globe.
With over 60 years of innovation in service, our success is built on delivering flexibility, reassurance, and insight to our clients. Our built-for-service technology and high-touch expertise removes the hassle from travel and event management, connecting businesses globally while keeping their people productive, safe, and costs down.
Join our dynamic, inclusive culture, where your ideas are valued, your growth is supported, and your contributions help shape the future of global travel and events.
About the Role
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.
Responsibilities
- Serve as the overall owner of the client relationship and the success of the customer’s migration journey, as well as 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 enabling the customer (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 the identification and tracking of enhancement requests.
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Requirements
- 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 legal firm or other professional service client 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.
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Equal Opportunities
At Reed & Mackay, we welcome everyone with an open mind and an open heart. We know that individuals’ unique experiences, identities, and backgrounds help us build a culture where everyone can collaborate and be their authentic selves, while feeling safe, valued, and included.
Reed & Mackay is committed to providing equal opportunities by assessing all potential candidates according to their skills, knowledge, qualifications, and capabilities. No consideration will be given to factors such as age, gender, sexual orientation, gender reassignment, marriage or civil partnership, pregnancy or maternity, race, religion, disability, or neurodivergence, or other legally protected characteristics when making any employment decisions, including hiring.
Reasonable adjustments or accommodations will be provided, where required, to candidates who have a disability or are neurodivergent. Please notify us at recruitment@reedmackay.com.
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