Enterprise Customer Success Associate



Customer Service, Sales & Business Development
New York, NY, USA
Posted on Friday, May 26, 2023

Our Customer Success Associate is responsible for supporting our Principal and Senior Enterprise CSMs and Navan’s most strategic accounts. The CSA will work closely with the CSM to execute on all initiatives pertaining to driving revenue, optimizing product experience, and working cross functionally with product, sales, and support to increase customer sentiment and loyalty.

What You’ll Do:

  • Act as a first responder to prospective customers and support requests
  • Provide online demonstrations and phone calls to prospective customers, guiding them through the platform
  • Document feature requests, validate minor bugs and escalate technical requests to the engineering leads as required
  • Join customer weekly meetings and be a resource for any pressing issues
  • Escalate any high-priority customer situations and help solve issues
  • Drive positive NPS across our end users through outreach and research
  • Serve as one of the first points of contact for support tickets, fielding feature requests, and directing technical questions to the right team members
  • Partner with the CSM to create Executive Business Reviews and Reporting needed to sell the value of Navan
  • Assist Customer Success Manager with Navan implementations; hotel/air rate load, partner implementations, technical integrations, account setup

What We’re Looking For:

  • 1+ years of relevant experience in a customer-facing success, support, account management or sales role
  • Proficient with Jira and Salesforce
  • Comfortable with modern-tools for managing and communicating with customers.
  • Proactive and self-motivated, you possess positive traits that inspire and motivate other team members
  • Empathetic and compassion, you’re naturally motivated to see customers succeed in their jobs
  • “Get it done” work ethic and positive attitude
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.
Pay Range
$64,000$100,000 USD