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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.
Job Responsibility:
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
Requirements:
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
Berlin-based role (or willing to relocate)
Fluency in English required
Nice to have:
French or German is a plus
What we offer:
Generous medical plans, dental, and vision benefits with premiums covered by Navan
Various insurance options designed to cover each family's needs
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