Customer Success Manager, Emburse

• 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

Desirable

• 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
• 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