Senior Director, Client Success

At Reed & Mackay, we are more than a global leader in travel and event management; we are a team united by passion, care, and entrepreneurial spirit. As a unique brand within the Navan Group, we provide deep sector expertise and customised programmes from offices across the globe.

With over 60 years of innovation in service, our success is built on delivering flexibility, reassurance, and insight to our clients. Our built-for-service technology and high-touch expertise removes the hassle from travel and event management, connecting businesses globally while keeping their people productive and safe and their costs down.

Looking for the next opportunity? Join our dynamic, inclusive culture, where your ideas are valued, your growth is supported, and your contributions help shape the future of global travel and events.

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.

Job Purpose

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.

Job Responsibilities

• 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 USD - $150,000 USD

Equal Opportunities

At Reed & Mackay we welcome everyone with an open mind and an open heart. This is because we knowpeoples' different experiences, identities and backgrounds helps us to build a culture where everyone can collaborate and be their authentic selves, whilst feeling safe, valued and included.

Reed & Mackay is committed to providing equal opportunities by assessing all potential candidates according to their skills, knowledge, qualifications and capabilities. No regard will be given to factors such as age, gender, sexual orientation, gender reassignment, marriage or civil partnership, pregnancy or maternity, race, religion, disability or neurodivergence, or other applicable legally protected characteristics when making any employment decisions, including hiring.

Reasonable adjustments or accommodations will be provided, where required, and in line with local laws, to candidates who have a disability or are neurodivergent. Please notify us of your requirements at recruitment@reedmackay.com.