Senior Customer Success Manager, Emburse
Travel
More information about location
3 days a week in office
AI-powered expense intelligence
Open for applications
AI-powered expense intelligence
501-1000 employees
Open for applications
More information about location
3 days a week in office
501-1000 employees
Company mission
To deliver the greatest business value for our customers and make the lives of professionals easier through innovative expense management, business travel, accounts payable, and payment solutions.
Role
Who you are
- Bachelor’s degree (or equivalent experience)
- 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
- Problem-Solving & Agility: 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
What the job involves
- 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
- 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
Our take
Keeping track of spend is a vital capability for businesses - one that has been complicated by the switch to digital payments, an increase in remote working, and inflation, among other things. Emburse supplies a platform to manage and optimize spend, that removes the need for manual processes, speeding them up whilst keeping them compliant and delivering insights into spend trends.
Emburse's platform covers travel, employee and centralized spend, with a range of capabilities including automated purchasing, technology assisted human audit, and smart data reporting. Thousands of organizations make use of the company's offering, with notable clients including Microsoft and Bosch, and it has been recognized as an industry leader - all boding well for its future.
Steph
Company Specialist at Welcome to the Jungle
Insights
-5% employee growth in 12 months
Company
Funding (last 2 of 3 rounds)
Aug 2016
$0.2m
SEED
Mar 2016
$0.2m
SEED
Total funding: $4.5m
Company benefits
- Generous paid time off for every employee and flexible work schedules
- Volunteering opportunities
- Paid leave for new parents
- Medical, dental, vision, disability and life insurance plans
- Health savings accounts (HSA)
- Generous match to pre- or post-tax retirement savings accounts
- Financial planning services
- Flexible spending accounts
- Program in partnership with eCornell to grow their knowledge and their careers
- Quarterly outings and Friday get-togethers to build a strong community at work
- Delicious supply of snacks and beverages
Company HQ
Miracle Mile, Los Angeles, CA
Leadership
Marne Martin
(CEO & Board Member)Non Executive Board Member at Riskonnect. Former CSOP and President of IFS, and CEO at WorkWave.
Salary benchmarks
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