Manager, Mid-Market Customer Success - TripActions

As the leader of the Mid-Market Account Management team for Northern Europe, you will be responsible for building and managing a high performing team of account managers responsible for driving revenue and ensuring our clients are maximizing the value they derive from the Navan platform. 

This will be a highly visible and cross functional role. The account management function partners 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 a significant portion of revenue for Navan.  

You’ll be responsible for  developing and coaching your team to understand customer’s needs and goals, efficiently implement and onboard new customers, drive adoption of the Navan travel and expense products, identify expansion opportunities and ultimately ensure retention by maximizing the value that our customers derive from Navan through proactive relationship management.

This role is newly created due to the growth of the business and will report into the Director of Customer Success for Northern Europe.

Your overall success will be measured on customer launches, post-launch adoption, revenue growth and customer retention.

What You'll Do:

• Hire, lead and develop a team of Mid Market Account Managers based in London 
• Oversee all post-sales activity for Mid-Market customers across the entire customer lifecycle including implementation and onboarding, driving adoption and satisfaction, identifying opportunities for expansion and managing renewals
• Create strong channels of communication and collaboration with other departments, particularly with Sales, Product, Finance, Support and Operations teams
• Develop and maintain a deep understanding of our travel and expense product offering to educate your team and customers on the most relevant features for their specific requirements
• Partner with the sales team to validate the success criteria for new deals and ensure a seamless transition from pre-sales to account management and fast track the customer onboarding experience
• Ensure efficient distribution of accounts between team members and guide account managers on effective prioritization of workload
• Oversee the implementation and onboarding of new customers, forecast launch revenue and beat time to launch targets
• Analyze and monitor health and performance of launched accounts and drive behavior towards achievement of adoption, revenue and retention targets
• Act as a player-coach, showcasing first hand how to conduct key customer engagement meetings (e.g. Kick-off calls, adoption review meetings, EBRs) and lead value based conservations to remain aligned to customer business goals and identify expansion opportunities
• Develop and own the renewal strategy for your segment and forecast retention rate
• Act as the first line of escalation and assist account managers in handling customer objections and escalations
• Ensure issues are escalated appropriately through the right channels, orchestrating resources across the company as appropriate to resolve enquiries
• Voice and advocate for the needs of customers with Product to influence the product roadmap 
• Identify, design and implement process improvements to continually improve customer experience, operational efficiency and meet or exceed revenue goals
• Foster an environment of collaboration and ongoing learning within the team
• Implement personal development plans for all team members and champion their career development
• Travel is required 50% of time for onsite launches, training and executive business reviews

What We’re Looking For:

• Bachelor’s degree, Masters Preferred
• 3+ years of management experience in Customer Success, Account Management, or related customer-facing position within a high growth technology company
• Prior experience being accountable for revenue targets and team performance 
• Strong project management, analytics and problem solving skills
• Great communicator and excellent written skills
• Attention to detail is a must
• Ability to prioritize tasks and initiatives in a fast-paced environment
• People management and development; demonstrated leadership through accountability, continuous training and coaching
• Experience working with C-level client executives is a must
• Knowledge/experience within travel or fintech us a plus but not a essential
• High energy, go-getter with fresh ideas who takes the initiative to get things done

Last updated: 11 hours ago