Who We Are:
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. Our AI-powered platform helps organizations modernize financial operations, increase visibility, and optimize spend across the enterprise.
Customer Success Manager
Customer Success Managers (CSMs) are responsible for the post-sales success of a portfolio of customers. In this role, you will serve as a trusted advisor, helping customers realize the full value of our solutions while identifying opportunities to expand their use of products and services to achieve their business goals. The CSM drives customer adoption, retention, and growth by providing strategic guidance, conducting Business Reviews, advocating for customer needs, and delivering an industry-leading customer experience. This role manages a portfolio of approximately 40 Enterprise customers and is accountable for customer outcomes, satisfaction, and long-term success.
What You’ll Do
- Deliver an industry leading customer experience.
- Manage a portfolio of approximately 40 customers across the Enterprise segment.
- Build and maintain strong relationships with executive customer stakeholders.
- Conduct regular Business Reviews to align customer objectives, product usage, and business outcomes.
- Collaborate with internal cross-functional teams to represent and advocate for the voice of the customer.
- Drive customer adoption and value realization through strategic guidance, product education, and best-practice recommendations.
- Participate in customer forums, user groups, and customer engagement activities.
- Own ultimate responsibility for the customer’s retention and expansion success while preventing churn and proactively addressing churn risks.
- Maintain accurate and current records of customer information.
- Serve as an escalation point for issues that impact the customer’s success and work with internal teams to drive resolution.
- Identify opportunities to expand customer value through additional products, services, and solutions aligned to customer goals, contributing to retention and expansion targets.
- Partner with Sales and Renewal Management to support renewal and expansion opportunities.
What You’ll Be Measured On
- Net Revenue Retention (NRR)
- Gross Revenue Retention (GRR)
- Renewal Rate
- Product Adoption
- Customer Health Score
What We’re Looking For
- Bachelor’s Degree or equivalent
- 3-5 years Customer Success, Account Management, or Client Services experience
- Proven ability to drive customer adoption, retention, and growth
- Strong relationship-building and stakeholder management skills
- Excellent presentation, communication, and problem-solving abilities
- Experience conducting business reviews and customer success planning
- Proficiency with CRM and Customer Success platforms (Salesforce, Gainsight, or similar)
- Strong analytical skills and ability to interpret customer usage data
- Ability to manage multiple priorities in a fast-paced environment while maintaining exceptional customer focus.
Bonus Points If You Have
- A background in travel and expense and/or invoice management
- Additional language skills (Spanish as a priority)