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Senior Customer Success Manager

3 weeks ago

Toronto, Ontario, Canada Emburse Full time
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. 
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. What You Will Do
  • 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
What You Will Bring
  • Bachelor's Degree or equivalent experience
  • 5+ years experience in a consultative, strategic customer service role, or 5 years in travel industry
  • Strong interpersonal, organizational, and communication skills
  • Proficient with Excel, Word, Power point, Google Suite, Salesforce experience
  • Experience using video conferencing systems (Zoom or GoToMeeting)
  • Gainsight experience preferred
  • Product demonstration skills
  • Confluence experience preferred
  • Creative - out of the box - solutioning 
  • Excellent follow up skills to ensure customer expectations are met
  • Ability to meet ever-changing priorities
  • Experience using Power BI (highly preferred)
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. We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.