• Own a portfolio of Fortune 500 customer relationships • Lead customers through the full lifecycle: pilot → deployment → optimization → multi-site scale • Drive customer retention, satisfaction, and expansion by identifying additional deployment and use case opportunities • Conduct structured Executive Business Reviews (EBRs), aligning system performance to customer KPIs and ROI • Develop deep expertise in OSARO’s AI-driven picking and depal solutions • Understand and communicate how OSARO’s technology enables real-time model learning to continuously improve system performance • Partner closely with engineering and operations teams to resolve issues and optimize deployments • Translate complex technical capabilities into clear business value for customers • Lead and develop technical support resources, ensuring high responsiveness and service quality • Build and refine Customer Success frameworks, processes, and KPIs to support a rapidly scaling customer base • Establish best practices for deployment success, performance monitoring, and long-term account growth • Create scalable approaches to renewals, expansion, and customer health tracking • Serve as the voice of the customer internally, influencing continuous improvement initiatives • Partner with Sales on account growth and expansion strategy • Collaborate with Operations leadership to scale systems, processes, and team capabilities

• Builds trusted relationships and delivers a positive, guided client experience across the ISO lifecycle. • Manages onboarding, handovers, and portfolio administration with accuracy and timeliness. • Communicates clearly with clients and internal teams to align expectations and progress. • Tracks milestones, documentation, and risks to support client health and delivery outcomes. • Quickly learns ISO standards, tools, and processes to support certification engagements. • Takes ownership of assigned clients, anticipates issues, and follows through to resolution. • Lead the onboarding experience for ISO clients in the APAC region, ensuring a clear, organized, and positive start to their engagement. • Adopt an innovative mindset to continually improve and shape the Customer Success function within the ISO portfolio. • Support administrative coordination and handover activities between Customer Success and the ISO audit team to ensure seamless delivery. • Administer the ISO client portfolio, including progress tracking, certification documentation, renewals, and maintenance activities. • Conduct regular client check‑ins, monitor engagement and progress, and contribute to client health scoring and reporting. • Partner closely with the ISO audit team to support smooth portfolio operations and timely client outcomes. • Maintain accurate records, dashboards, and internal documentation related to client status and portfolio performance. • Identify risks, delays, or client concerns early and escalate appropriately to support successful outcomes.

• 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.