Senior Customer Success Manager

Senior Customer Success Manager

At Emburse, you'll not just imagine the future – you'll build it. As a leader in travel and expense solutions, we are creating a future where technology drives business value and inspires extraordinary results.

Senior Customer Success Managers are responsible for the post-sales success of a portfolio of customers. As a Sr. CSM, the employee is responsible for making the value of the solution visible to the customers while looking for additional opportunities for the customer to expand their services and products to achieve their goals. The Sr. CSM is also responsible for driving customer adoption and success by providing usage/adoption recommendations, performing Business Reviews and delivering an industry leading customer experience.

Deliver an industry leading customer experience to assigned enterprise client base

Collaborate with internal teams to represent voice of the customer

Provide travel product training for new and ongoing customers

Establish travel product/industry best practices for customers

Own ultimate responsibility for the customer's retention and expansion success while preventing churn

Maintain accurate and current records of customer information in Salesforce

Deliver benchmarking analysis (travel industry, peer comparisons)

Own cancellation process to identify cancellation, work with sales/customer to save account, and if unable, ensure to document and complete the cancellation process

Serve as an escalation point for issues that impact the customer's success and work with internal teams to drive resolution

Work with leadership on new CSM initiatives

Manage key accounts through monitoring customer health, business reviews and customer engagement

Develop and maintain long-term relationships to achieve customer success

Contribute to overall process improvements and workflows

Assist in onboarding, training, and mentoring of team members

Provide first level support to CSMs before escalation to lead/manager

Troubleshoot customer situations/escalations to positive outcomes

Support CSM team in managing group requests, such as customer references, marketing initiatives, and teamwide projects

Be familiar and engaged in travel industry trends

Host/assist with Executive Business Reviews as well as contact with C-suite

Present at internal and customer facing speaking events

Proactively monitor reshop performance and identify issues/concerns.

Research issues and collaborate with Support Team for resolution

Conduct business reviews with a consultative approach to uncover trends and inform client of additional travel program savings opportunities

Provide training and understanding of products and technology to clients and TMC providers

Finance is changing—and at Emburse, we're leading the way. Our AI-powered solutions help organizations eliminate inefficiencies, gain real-time visibility, and optimize spend—so they can focus on what's next, not what's slowing them down.

A Company with Momentum – We serve 12M+ users across 120 countries, helping businesses modernize their finance operations.

A Team That Innovates – Work alongside some of the brightest minds in finance, tech, and AI to solve real-world challenges.

A Culture That Empowers – Competitive pay, flexible work, and an inclusive, collaborative environment that supports your success.

A Career That Matters – Your work here drives efficiency, innovation, and smarter financial decision-making for businesses everywhere.

Shape your future & find what's next at Emburse. Emburse provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Emburse complies with applicable state and local laws governing nondiscrimination in employment in every location where the company has facilities. This policy applies to all terms and conditions of employment.