Scaled Account Manager

The Scaled Account Manager ensures that our Travel and Expense customers receive a seamless, reliable, and success-driven experience throughout their journey with our solution. This role blends customer experience, product support, and full renewal responsibility: you assist customers with product-related questions, guide them through technical or process issues, and drive successful contract renewals across your portfolio.

We’re looking for individuals who are passionate about customer success, work in a structured and proactive way, and thrive in a fast-paced environment. You bring a “let’s solve it” mindset, strong communication skills, and a desire to help customers achieve results. You can expect world-class training, enablement, and opportunities to grow.

This role will report directly to the Manager, Scaled Account Management and be based in London.

What you’ll do:

• Support your customers, ensuring excellent customer experience through timely, accurate communications
• Own the renewal cycle for your portfolio — from preparation and customer alignment to execution — ensuring predictable, timely, and successful renewals
• Develop and maintain a deep understanding of our travel and expense product offering to enable programme administrators on the Navan’s product functionality
• Monitor and respond to email inquiries from Travel and Expense Administrators related to product integrations and platform settings, travel and expense policy configuration, payment and integration issues troubleshooting and product bugs and feature requests, etc. 
• Drive satisfaction, adoption, retention, and reduce customer churn risk by providing quick and knowledgeable advice based on customer’s desired outcomes
• Handle customer escalations and work across teams to resolve issues
• Act as the ‘voice of the customer’ and provide internal feedback on how we can better serve them to maximize customer value and retention
• Run playbooks and programme ideas to drive adoption and satisfaction and track results based on defined KPIs
• Document processes to support the team efficiently and at scale

What we’re looking for: 

• Bachelor’s degree
• 1+ year of prior experience in customer success, account management, sales or related customer-facing position within a rapidly growing SaaS company
• Passion for customer experience and technology with the ability to deeply understand a product
• Superior written and verbal communication skills with the ability to clearly articulate complex concepts and technologies to diverse audiences including C-level executives
• Detail-oriented and ability to stay organized and prioritize tasks and initiatives in a fast-paced environment, as well as problem-solve
• Data-driven approach to continuously drive additional efficiency
• Highly intelligent, passionate, driven, high EQ, coachable individuals who are excited to delight clients, drive revenue and accelerate their careers.