Customer Success Advisor - Commercial

Naviant•Madison, WI

2d•Remote

About The Position

Are you ready to be a trusted advisor helping commercial organizations transform operations and realize measurable value from their technology investments? At Naviant, our mission is to partner with organizations to reimagine how work gets done, combining deep industry expertise, intelligent technology, and a human-centered approach to deliver measurable outcomes. Our vision is simple yet ambitious: Reimagine work through automation, AI, and data, freeing people to focus on what truly matters. We’re seeking a Customer Success Advisor with a Commercial Industry focus, supporting clients in manufacturing, supply chain, and related operationally complex environments. This role is ideal for a relationship‑driven professional who understands how technology enables efficiency, scalability, and compliance, and who thrives at the intersection of customer advocacy, operational insight, and long‑term value creation. As a Customer Success Advisor, you will build trusted partnerships with clients, serve as their internal champion, and guide them toward maximizing ROI through strong adoption, measurable outcomes, and strategic alignment. You’ll collaborate closely with internal delivery, support, and sales teams to ensure customers are successful today while positioned for future growth. Performance Objectives – What You Will Accomplish First 30 Days: Getting Grounded Develop a strong understanding of Naviant’s solutions, services, and how they support commercial industry workflows such as manufacturing operations, supply chain management, compliance, and process efficiency. Learn assigned customer environments, business objectives, KPIs, and success criteria. Establish initial relationships with customer stakeholders and internal cross‑functional teams. Begin monitoring customer health indicators, adoption trends, and engagement patterns. Demonstrate credibility through clear communication, responsiveness, and a customer‑first mindset. Within 60 Days: Taking Ownership Serve as the primary trusted advisor for assigned clients, building strong, trust‑based relationships across operational and executive stakeholders. Facilitate regular business reviews and performance discussions focused on outcomes, adoption, and value realization. Act as the customer advocate internally, coordinating with support, delivery, and sales teams to ensure timely issue resolution and proactive communication. Identify early risks to adoption or satisfaction and drive mitigation plans. Begin documenting opportunities for value expansion aligned to client goals and industry needs. At 90 Days and Beyond: Driving Impact Fully own customer health, satisfaction, and long‑term success for assigned accounts. Partner with executive leaders at client organizations to align technology capabilities with business objectives such as efficiency, cost reduction, scalability, and compliance. Identify and support account expansion opportunities through thoughtful alignment of solutions, best practices, and emerging capabilities. Influence internal teams by championing the voice of the customer and contributing to continuous improvement. Serve as a visible representative of Naviant’s expertise, values, and commitment to customer success.

Requirements

Client Relationship & Strategic Advisory Skills
Proven ability to build and nurture long‑term, trust‑based customer relationships.
Comfortable engaging both operational and executive stakeholders, asking thoughtful questions, and guiding strategic conversations.
Able to challenge, encourage, and collaborate in ways that strengthen partnerships and deliver mutual value.
Commercial Industry Acumen
Understanding of commercial industry environments such as manufacturing or supply chain, including operational workflows, efficiency drivers, compliance pressures, and scalability challenges.
Able to translate industry context into meaningful recommendations that support customer growth and performance.
Customer Advocacy & Cross‑Functional Leadership
Strong ability to act as the primary liaison between customers and internal teams.
Skilled at owning escalations, coordinating across support and delivery functions, and ensuring issues are resolved with transparency and urgency.
Brings the customer’s perspective into internal decision‑making.
Value Expansion & Account Growth
Experience identifying opportunities for upsell, cross‑sell, and expanded adoption based on customer goals, usage patterns, and industry trends.
Able to contribute to long‑term account planning and align solutions to evolving commercial sector needs.
Performance Monitoring & Enablement
Comfortable tracking and interpreting customer KPIs, adoption metrics, and health indicators.
Able to deliver enablement, training, and best‑practice guidance that drives sustained success and ROI.
Maintains current knowledge of relevant tools, technologies, and workflows.
Thought Leadership & Continuous Improvement
Engaged learner who stays informed on commercial industry trends, regulatory changes, and operational challenges.
Willing to share expertise through customer education, internal collaboration, and external forums such as webinars, events, or customer stories.
Contributes ideas that improve processes, experiences, and outcomes.
Must be authorized to work in the U.S.
Employees must reside in the U.S.

Responsibilities

Develop a strong understanding of Naviant’s solutions, services, and how they support commercial industry workflows such as manufacturing operations, supply chain management, compliance, and process efficiency.
Learn assigned customer environments, business objectives, KPIs, and success criteria.
Establish initial relationships with customer stakeholders and internal cross‑functional teams.
Begin monitoring customer health indicators, adoption trends, and engagement patterns.
Demonstrate credibility through clear communication, responsiveness, and a customer‑first mindset.
Serve as the primary trusted advisor for assigned clients, building strong, trust‑based relationships across operational and executive stakeholders.
Facilitate regular business reviews and performance discussions focused on outcomes, adoption, and value realization.
Act as the customer advocate internally, coordinating with support, delivery, and sales teams to ensure timely issue resolution and proactive communication.
Identify early risks to adoption or satisfaction and drive mitigation plans.
Begin documenting opportunities for value expansion aligned to client goals and industry needs.
Fully own customer health, satisfaction, and long‑term success for assigned accounts.
Partner with executive leaders at client organizations to align technology capabilities with business objectives such as efficiency, cost reduction, scalability, and compliance.
Identify and support account expansion opportunities through thoughtful alignment of solutions, best practices, and emerging capabilities.
Influence internal teams by championing the voice of the customer and contributing to continuous improvement.
Serve as a visible representative of Naviant’s expertise, values, and commitment to customer success.

Benefits

Comprehensive Health, Dental, & Vision Insurance
Employer Paid Disability & Life Coverage
401k & Match Program
Generous Paid Time Off
Flex Spending Plans & Dependent Care
Monthly Home Office Allowance
Volunteer Time Off
Charitable Giving Program
Lifestyle Spending Account
Employee Assistance Program, Parent Program, Wellness Initiatives, Virtual Gatherings, Employee Discount Program, Annual In-Person Celebration Week, and more!