Director, Commercial Customer Success and Account Management - EMEA

• 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
• Paris-based role (or willing to relocate)
• Fluency in English required

French or German is a plus

• Generous medical plans, dental, and vision benefits with premiums covered by Navan
• Various insurance options designed to cover each family's needs
• Paid parental and bereavement leave
• Subsidized commuter benefits
• Mental health support
• Connectivity stipends
• Pet insurance
• Lunches and happy hours