At the heart of the Navan Group, the legacy of Reed & Mackay is evolving. As we transition to lead the enhanced premium pillar for Navan, we are embarking on the most exciting chapter in our company’s journey. We aren't just changing; we are scaling our high-touch expertise to set a new global standard for the entire group. With over 60 years of service innovation, our success has always been built on delivering flexibility and deep sector expertise. Now, as the premium engine of Navan, we combine our "built-for-service" philosophy with world-class technology to remove the complexity from global travel and events. Join the Journey Looking for your next challenge? Join a dynamic, inclusive culture where your contributions help shape the future of the Navan premium experience. Here, your growth is supported, and your ideas will define what luxury and high-touch service look like on a global scale. The Senior Director, Client Success is a high-impact leadership role responsible for the strategic retention, scalability, and revenue optimization of our most complex global accounts. You will lead a high performing team to transform traditional travel management into a strategic business lever, ensuring Reed & Mackay’s “built-for-service” technology delivers measurable ROI and unparalleled traveler experiences. The ideal candidate brings deep experience in client relationship management, service delivery leadership, operational excellence and strategic account growth, preferably within the travel management, hospitality, or corporate services industry. What You’ll Do - Build and maintain executive and multi-level client relationships, serving as a trusted advisor to senior stakeholders including procurement leaders, travel managers, operational leaders, and executive sponsors. - Own and drive achievement of company growth objectives by identifying expansion opportunities, generating new business leads through existing client relationships, and partnering closely with commercial and sales teams on revenue growth initiatives. - Drive the adoption of Navan’s next-gen travel and expense technology within the Reed & Mackay portfolio, ensuring a seamless digital-first, human-supported user journey - Develop and oversee strategic travel cost management business plans for key client portfolios, ensuring alignment with client goals related to savings, traveler experience, policy compliance, and operational performance. - Lead ongoing business reviews with clients and internal leadership, with a strong focus on performance outcomes, cost efficiencies, measurable value, and return on investment (ROI). - Translate complex global travel data into actional executive insights, using predictive analytics to consult clients on future spend optimization and sustainability goals - Drive client compliance, retention, and revenue growth by ensuring successful execution of contractual obligations, service expectations, and strategic account plans. - Oversee commercial models and account profitability frameworks, maintaining deep knowledge of pricing structures, contractual terms, and margin optimization opportunities. - Lead the design and implementation of innovative, client-focused solutions that improve service delivery, strengthen operational processes, and enhance the overall client experience. - Champion continuous improvement and innovation across the Client Success organization by introducing scalable processes, best practices, and service enhancements. - Ensure service delivery teams consistently operate in accordance with Service Level Agreements (SLAs), client contracts, and agreed business plans, while driving accountability for performance outcomes. - Provide executive oversight for client onboarding, implementation, renewals, and strategic account transitions, ensuring seamless delivery and long-term partnership success. - Establish the organization as a thought leader in client success and travel program strategy through executive partnership, industry insights, and cross-functional leadership. - Perform additional leadership responsibilities as required to support the continued growth and success of the Client Success organization. What We're Looking For: - 15 years in Account Management/Customer Success, with at least 5 years leading people-leaders (Managers of Managers) - Proven experience navigating the intersection of high-touch Service & SaaS/Fintech platforms - Ability to lead teams through org transformation or M&A integration - Experience managing multi-regional accounts (AMER, EMEA) and understanding localized travel regulations and cultural service expectations preferred - Drive results and client focused - Industry Experience: A background in Corporate Travel Management - Excellent written and verbal communications - Business, commercial acumen and professionalism - Education: Bachelor’s degree or equivalent professional experience. 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 $140,000—$150,000 USD

Job DetailsJob Location: Blue Bell, PA 19422Position Type: Full TimeCompany Summary At EyePromise, every product is rooted in clinical science and built on a foundation of trust, reflecting a broader vision to help people see the moments that matter most. For more than 20 years, the company has developed eye care solutions that combine rigorous research with real-world results. Guided by a commitment to continuous improvement, EyePromise partners with leading optometrists and ophthalmologists to create clinically informed formulas that deliver meaningful, lasting impact—supporting better vision today and into the future. LIfecycle Manager - CX & CLV Location: Remote (U.S.) About the Role EyePromise is building a modern, practitioner-led growth engine at the intersection of science, healthcare, and commerce. As we scale, lifecycle is at the core of how we drive predictable, repeatable growth. The Lifecycle Manager sits within the CX & CLV team and reports directly to the Head of CX & CLV. This role is responsible for building and scaling lifecycle programs that drive retention, subscription continuity, and customer lifetime value across both DTC and practitioner (ECP) channels. You will translate customer signals into automated, high-performing programs—ensuring our lifecycle engine runs reliably at scale while continuously improving performance. Why EyePromise Mission-driven growth: Help improve people’s vision and quality of life through science-backed solutions High impact role: Lifecycle is a core growth lever, not a support function Build & scale: Opportunity to shape and scale lifecycle infrastructure in a fast-growing, PE-backed business Modern stack: Work across Shopify, Recharge, Klaviyo, and an integrated data ecosystem Operator culture: Fast-paced, hands-on, and focused on outcomes over process Key Responsibilities Lifecycle Program Execution & Optimization Build, launch, and manage lifecycle programs across email, SMS, and CRM platforms (e.g., onboarding, replenishment, win-back, save flows) Ensure programs run reliably at scale with strong QA and performance monitoring Continuously optimize flows based on performance data (CVR, refill rate, churn, CLV) Subscription & Retention Management Own lifecycle programs that drive subscription continuity, refill behavior, and churn reduction Design and execute save, pause, and win-back strategies within CRM and subscription platforms (e.g., Recharge, Klaviyo) Partner with CX and Sales teams to ensure seamless experience across automated and human touchpoints CRM & Data Integrity Maintain CRM system health, ensuring data accuracy, segmentation, and program integrity Monitor lifecycle triggers, campaign logic, and system flows to identify and resolve issues quickly Partner with analytics and tech teams to ensure clean data flow and reliable execution Performance Tracking & Reporting Own lifecycle reporting and dashboards (retention, churn, refill rate, LTV, engagement metrics) Translate performance into clear insights and actionable recommendations Provide regular reporting to the Head of CX & CLV and broader commercial leadership on lifecycle health and impact Identify gaps, diagnose root causes, and drive corrective actions Cross-Functional Collaboration Work closely with: CX Specialists to address lifecycle gaps where automation falls short Growth/Acquisition teams to ensure strong onboarding and conversion into subscription Sales/ECP teams to align lifecycle programs with practitioner workflows Tech & partners (e.g., Stream Commerce) to implement and scale lifecycle capabilities What Success Looks Like Lifecycle programs launch quickly, run cleanly, and scale effectively Automation handles the majority of lifecycle activity with minimal manual intervention Subscription continuity, refill rates, and retention improve consistently Clear, actionable reporting drives faster and better decisions Strong integration between automation and human intervention to protect high-value customers Qualifications 3-5 years experience in lifecycle marketing, CRM, or retention-focused roles (DTC, subscription, or eCommerce preferred) Hands-on experience with lifecycle platforms (e.g., Klaviyo, Salesforce Marketing Cloud) Experience working with subscription models (e.g., Recharge or similar) strongly preferred Strong analytical mindset with ability to translate data into action Proven ability to manage complex lifecycle programs end-to-end Detail-oriented with strong QA discipline and operational rigor Comfortable operating in a fast-paced, “build and scale” environment Why This Role Matters Acquisition/paid brings customers in-but lifecycle is what builds the business. This role is critical to creating a predictable, scalable growth engine by turning fragmented journeys into a cohesive system that drives retention, loyalty, and long-term value. Benefits Medical, Dental, Vision Insurance Company paid Short Term Disability, Long Term Disability, Life Insurance Remote position A 401k that the company matches after 1 year Friendly, team-oriented work environment Equal Opportunity Employer THIS POSITION DESCRIPTION SHOULD NOT BE CONSTRUED TO CONTAIN EVERY FUNCTION/REPONSIBILITY THAT MAY BE REQUIRED TO BE PERFORMED BY AN INCUMBENT IN THIS JOB. INCUMBENTS ARE REQUIRED TO PERFORM OTHER RELATED FUNCTIONS/RESPONSIBILITIES AS ASSIGNED. THE ABOVE DESCRIPTION, WITH SUPPLEMENTAL MATERIAL, IS ADEQUATE FOR PURPOSES OF EVALUATION.

• Become a platform expert • Master AI agents, automations, integrations, and analytics • Advise customers on ROI and workflow optimization • Own customer relationships • Own onboarding, adoption, and expansion lifecycle • Act as the main strategic point of contact • Design AI solutions • Configure AI agents across voice, chat, and messaging • Translate business needs into scalable system designs • Support ATS and CRM integrations • Drive adoption and ROI • Ensure strong product adoption and usage growth • Identify opportunities for deeper workflow embedding • Run strategic reviews • Lead QBRs and performance check-ins • Identify risks early and mitigate churn • Identify growth opportunities • Spot expansion opportunities based on customer success • Partner with leadership on retention strategy

Company Description Nearmap is the Australian-founded, global tech pioneer innovating the location intelligence game. Customers rely on Nearmap for consistent, reliable, high-resolution imagery, insights, and answers to create meaningful change in the world and propel industries forward. Harnessing its own patented camera systems, imagery capture, AI, geospatial tools, and advanced SaaS platforms, Nearmap stands as the definitive source of truth that shapes the livable world. Role Location: Fully remote within the continental United States. Job Description About the Role We are looking for a data-driven, customer-obsessed Digital Customer Success Manager (CSM) to support and grow our digital-first customer segment. This role is focused on driving adoption, retention, expansion, and satisfaction for our scaled customer base by leveraging automation, usage data, and human-touch interventions at key moments in the customer journey. You’ll work cross-functionally with Customer Experience, Support, Sales, and Marketing to identify gaps, design scalable solutions, and execute programs that drive customer success at scale. Key Responsibilities Renewal Management - Ensure on-time renewals and accurate renewal forecasting across assigned accounts - Renewal quote creation, negotiations, and churn mitigation Adoption & Engagement - Develop and lead monthly enablement webinars tied to use cases and feature adoption. - Host weekly office hours and ensure relevant attendance and engagement. - Analyze low-adoption accounts and design enablement playbooks to improve usage. - Create and iterate on scalable resources (e.g., videos, articles, email sequences) to accelerate adoption. Onboarding & Enablement - Monitor and respond to automation-driven emails, in-app onboarding questions, and survey responses (NPS, CSAT). - Partner with Customer Enablement to refine onboarding journeys and human-touch messaging. Expansion & Growth - Monitor product usage to identify high-potential upsell opportunities and coordinate with account owners. - Surface expansion opportunities from product overages and usage patterns (e.g., upgrade plans from 500MB to 2GB). - Partner with Product Marketing to create “value sell” content and campaigns that drive cross-sell and upsell motions. Churn & Risk Mitigation - Proactively identify and engage with at-risk customers via personalized outreach and playbooks. - Flag and manage subscriptions not on auto-renew, engaging at least 60 days before renewal. - Update customer health scores manually when risk indicators are present outside of automated tracking. Compliance with Nearmap values, policies and standards, and ensure compliance with all local statutory requirements. - Complies with responsibilities of working for a private company. - Complies with all local legislative requirements. - Adheres to company guidelines and the corporate Code of Conduct. - Where appropriate keeps up to date with legislative requirements. - Acts in an ethical way when dealing with company assets and other people. Qualifications Key Requirements Goals & Success Metrics - Adoption: Drive increase in monthly active users - Churn: Maintain an annual gross recurring revenue of 99% - Expansion: Generate and assist in closing upsell opportunities from usage insights. - Engagement: host weekly office hours, run recurring webinars - Retention & Health: Respond to 100% of detractor NPS and low CSAT within SLA; maintain or improve NRR and NPS scores Tools & Collaboration - Gainsight & Salesforce: Leverage workflows, reports, and health scoring to manage digital success motions. - Looker & Internal Dashboards: Use data insights to identify trends, opportunities, and risk factors. - Collaborate with: - Data & Operations for reporting and automation. - Customer Marketing for webinars, office hours, enablement resources, email campaigns. - Support & Customer Success Managers for customer escalations and retention strategy. Experience - 2-3 years experience in Customer Success, Account Management, or SaaS Support roles. - Experience managing a high-volume book of business or working in a scaled/digital CS function. - Strong analytical skills and experience using CS tools like Gainsight, Looker, Salesforce. - Excellent written and verbal communication. - Passion for customer success and operational efficiency. Preferred - Gainsight certification or familiarity with digital success models. - Experience running webinars or workshops. - Experience with customer lifecycle automation or programmatic engagement strategies. Additional Information Why you'll love working at Nearmap: We move fast and work smart; often wearing multiple hats. We adapted to remote working with ease and are continually looking at ways to improve. We’re proud of our inclusive, supportive culture, and maintain a safe environment where everyone feels a sense of belonging and can be themselves. Nearmap offers: - In addition to flexible time off, Nearmap offers 4 extra "YOU" days off each year - take a break, no questions asked! - Company-sponsored volunteering days to give back. - Generous parental leave policies for growing families. - Work from Overseas Policy - explore the world in the approved list of cities while you work! - Discounted Private Health Insurance plans. - Monthly wellbeing and technology allowance. - A Nearmap subscription (naturally!). Learn More About The Work We Do: YouTube Page LinkedIn Page Thanks, but we got this! Nearmap does not accept unsolicited resumes from recruitment agencies and search firms. Please do not email or send unsolicited resumes to any Nearmap employee, location or address. Nearmap is not responsible for any fees related to unsolicited resumes.