Senior Customer Success Manager

About the Role

As a Senior Customer Success Manager at Emburse, you will own the post-sales success of a portfolio of enterprise clients. You’ll make the value of our AI-powered platform visible, drive adoption, uncover expansion opportunities, and deliver an industry-leading customer experience. This is a hybrid role requiring 3 days per week in our Addison, Texas office. Sponsorship is not available now or in the future.

Responsibilities

• Own ultimate responsibility for account health, retention, and expansion across an assigned enterprise client base while proactively identifying and mitigating churn risks.
• Build long-term, trusted relationships with C-suite stakeholders, conducting consultative Executive Business Reviews (EBRs) to uncover travel program savings and optimization opportunities.
• Troubleshoot complex customer situations, act as the primary escalation point for critical issues, and collaborate with internal teams to drive swift resolutions.
• Educate clients, new users, and Travel Management Company (TMC) providers on products, technology, and industry best practices.
• Advocate for client needs internally, working with cross-functional teams to influence product strategy and overall process improvements.
• Oversee key customer milestones, maintain accurate data in Salesforce, and lead the retention/cancellation save process when risks arise.
• Monitor Program & Reshop Performance: Proactively track customer metrics and reshop performance, researching issues and partnering with Support teams to resolve technical concerns.
• Stay engaged with travel industry trends, deliver public/internal presentations, and lead client-facing speaking engagements.
• Partner with leadership to develop new customer success strategies, workflows, and team-wide projects.
• Provide first-level support, onboarding guidance, and mentorship to junior CSMs prior to management escalation.
• Support Cross-Functional Programs: Assist with strategic team projects, including client reference requests, marketing initiatives, and cross-departmental programs.

Requirements

• Bachelor’s degree (or equivalent experience) with 5+ years in a consultative, strategic customer success role or within the travel industry.
• Strong working knowledge of Microsoft Office (Excel, Word, PowerPoint), Google Workspace, and Salesforce; experience with video conferencing tools (Zoom, GoToMeeting).
• Proficiency or strong familiarity with Power BI for data reporting (highly preferred) and Confluence (preferred).
• Proven ability to deliver engaging product demonstrations and present to diverse client audiences.
• Strong creative problem-solving capabilities ("out-of-the-box" solutioning) with the agility to manage shifting, ever-changing priorities.
• Excellent follow-up, organizational, and time-management skills to consistently exceed customer expectations.
• Exceptional interpersonal, written, and verbal communication skills across all organizational levels.

About Emburse

Emburse is a leader in travel and expense solutions, 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. We serve 12M+ users across 120 countries, working alongside some of the brightest minds in finance, tech, and AI to solve real-world challenges in an inclusive, collaborative environment.

Benefits

• Competitive pay.
• Flexible work arrangements.
• Inclusive, collaborative culture that supports your success.
• Opportunities to drive efficiency, innovation, and smarter financial decision-making for businesses worldwide.