Client Success Team Lead

Navan

About The Position

As Team Leader, within the North America Client Success team, you will be responsible for leading a team of Client Success Managers (CSM’s) while also managing a small portfolio. Your time will be split 75% leadership & team management, 25% client management, ensuring both high-level strategic oversight and hands-on client success delivery. You will act as a trusted advisor to your team, the clients you manage, and internal stakeholders across Navan’s global network. This role requires strong leadership, commercial acumen, and the ability to drive a high-performing team while maintaining direct client relationships.

Requirements

Proven experience in managing clients within the corporate travel or professional services industry.
Previous experience coaching, leading or managing a team (direct or indirect leadership).
A commercially focused approach, with the ability to drive revenue growth, profitability, and client contribution targets.
Exceptional leadership and coaching skills, inspiring your team to deliver at the highest level.
The ability to develop, track, and measure team effectiveness, using KPIs, performance metrics, and structured review processes.
Strong strategic thinking, with the ability to balance big-picture leadership and hands-on client engagement.
A deep understanding of the TMC landscape, corporate travel trends, and best practices.
Flexibility to work across time zones and travel as needed to support both client and team objectives.

Responsibilities

Provide leadership and direction to an assigned team of Client Success Managers ensuring alignment with wider business strategies.
Be accountable for client retention across your team’s portfolio, embedding a 100% client retention mindset and ensuring strategic, long-term partnerships.
Act as the voice of the customer, ensuring key insights and feedback are shared across the business to drive service innovation and client success strategies.
Inspire, coach, and develop your team, setting clear goals, performance metrics, and tracking success to ensure high standards of service and client engagement.
Ensure Salesforce usage is maximised, enabling data-driven decision-making, pipeline tracking, and proactive client strategy development.
Support CSM’s in navigating complex client relationships, contract negotiations, and identifying opportunities for growth.
Promote a culture of collaboration, accountability, and continuous improvement, fostering an environment where the team thrives.
Lead by example, demonstrating exceptional strategic thinking, commercial acumen, and client engagement.
Lead, support and guide your team through the Migration from Reed & Mackay to Navan.
Directly manage a portfolio of clients, serving as the primary strategic partner to ensure long-term success and growth.
Develop and execute a tailored client strategy, ensuring alignment with business objectives and measurable success targets.
Lead business reviews, contract renewals, and proactive engagement initiatives, ensuring maximum client satisfaction and retention.
Stay ahead of industry trends, providing expert consultation and innovative solutions that reinforce Navan’s position as a trusted strategic partner.