Client Success Team Lead

Role Overview

• 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.

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.

Benefits

• The posted pay range represents the anticipated low and high end of the compensation for this position and is subject to change based on business need.
• To determine a successful candidate’s starting pay, we carefully consider a variety of factors, including primary work location, an evaluation of the candidate’s skills and experience, market demands, and internal parity.
• For roles with on-target-earnings (OTE), the pay range includes both base salary and target incentive compensation. Target incentive compensation for some roles may include a ramping draw period. Compensation is higher for those who exceed targets. Candidates may receive more information from the recruiter.