Client Success Team Lead

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. 

What You’ll Do:

• 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.
• 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.
• 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.

What We’re Looking For:  

• 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.