• Build positive relationships and alignment across cross-functional teams and Customer Experience to ensure the Customer Experience is always top of mind • Manage the expectations of Sales, CSM’s, sales-prospects and clients as it relates to our scope of services • Serve as the liaison between Support and Customer Success, by regularly attending Sales and Customer Success meetings as the source of truth for the Support organization • Create Operational improvements within Customer Experience to address Customer complaints and feedback regarding Support • Serve as the Customer Experience customer expert, through an understanding of high value customer needs and expectations • Standardize support data reporting used for client presentations, and regularly review data to ensure we are meeting customer expectations • The ability to use intuition, customer input and your deep understanding data to rapidly review and extract actionable information • Provide regular updates to the Sales and Customer Success organizations so they can speak more transparently and effectively with their Customers about the support we provide • Work with Customer Experience Leadership to regularly review, update and share global metrics for success and supervise performance of those metrics • Recommend process optimization that help to ensure we meet contractually established service level agreements for our customers • Leverage data to speak confidently about Support concerns, as raised by Sales and Customer Success

• 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.

• Serve as the day-to-day point of contact for developing accounts within an assigned book of business • Monitor customer system utilization and adoption through the CSM platform, serving as the escalation point for related client issues • Educate and upsell customers on system features most relevant to their portfolio and use case • Document customer interactions, issues, and resolutions accurately and promptly within the CSM platform • Deliver professional, world-class experiences at every customer touchpoint • Provide clear communication, problem-solving, and basic conflict-resolution support to customers • Collaborate with peers across the organization to share customer feedback and identify recurring trends • Participate in team meetings, contribute insights, and complete assigned action items • Build and maintain product knowledge through ongoing training and self-directed learning • Assist in preparing customer-facing materials, training documentation, and internal knowledge base articles • Apply established policies, procedures, and industry best practices in all customer interactions • Track key performance indicators that align with the company’s customer solution strategy • Uphold the HIPAA Privacy Rule; this role may view Protected Health Information (PHI) as part of daily duties

• Build deep relationships with customers as they begin their Float journey, ensuring a smooth and successful onboarding experience. • Partner with key stakeholders to define success criteria and measurable outcomes for their initial adoption of Float. • Identify long-term expansion opportunities by deeply understanding each customer’s broader financial operations and future needs. • Ensure customers stay on track with their year-one objectives, including spend targets and product adoption milestones. • Serve as a strategic partner post-onboarding to drive continued engagement, training, and advocacy within customer organizations. • Proactively monitor customer health signals and usage patterns, ensuring any barriers to adoption are addressed early. • Identify risks across your book of business and develop proactive mitigation plans in partnership with cross-functional teams. • Ensure customers remain engaged and see ongoing value from Float by addressing potential churn indicators before they escalate. • Support customers through any transitions, ensuring they continue to leverage Float’s full capabilities. • Drive customer adoption of Float’s full suite of features, ensuring teams maximize the value of corporate and employee spend management. • Advocate for customer participation in Float’s Early Adopter Programs, gathering insights to shape future product iterations. • Educate and inspire customers to explore new ways to optimize their workflows with Float’s evolving capabilities. • Identify opportunities for growth across your aligned Book of Business. • Provide insight and strategic recommendations on how Float can best serve our customers, from social proof to feature enhancements. • Partner with internal teams to leverage customer feedback for product development and operational improvements. • Help accelerate learning cycles by engaging customers who share our passion for simplifying corporate spending. • Collaborate on initiatives that impact Float’s customers, from onboarding programs to strategic campaigns that drive engagement and growth. • Support the development and execution of scalable processes that enhance the customer experience at every stage of their journey.