Job Type

full time

Description

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 are responsible for the post-sales success of a portfolio of customers. As a 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 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.

What You’ll Do

Deliver an industry leading customer experience
Manage a portfolio of approximately 40 customers across the Enterprise segment.
Collaborate with internal teams to represent voice of the customer
Provide product education/support for new and ongoing customers
Establish product/industry best practices for customers
Participate in customer forums
Own ultimate responsibility for the customer’s retention and expansion success while preventing churn
Maintain accurate and current records of customer information in Salesforce
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
Identify opportunities to expand customer value through additional products, services, and solutions aligned to customer goals.
Be familiar with CSM negotiation and quota management

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
Experience managing renewal, retention, or expansion objectives is preferred
ZenDesk experience

Why Emburse?

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.

This job is found at InterviewStack.io

Skills

salesforcecrmgainsightzendeskaccount managementstakeholder managementcustomer success

About Emburse

Emburse is an AI-powered platform for managing travel and expense management, accounts payable, and business payments. The company helps finance teams modernize financial operations, increase visibility, and optimize spend across enterprises. With solutions tailored for companies from startups to Global 2000 corporations, Emburse serves over 12 million professionals across 200 countries.

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