Emburse · 4 hours ago
Senior Customer Success Manager
Dallas, TX
Full-time
Hybrid
Senior Level
5+ years expEmburse is a leader in travel and expense solutions, creating a future where technology drives business value. The Senior Customer Success Manager is responsible for ensuring the post-sales success of customers, driving adoption and expansion of services, and delivering an exceptional customer experience.
Business IntelligenceFinTechManagement Information SystemsNetwork SecuritySoftware
Responsibilities
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
Qualification
Required
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)
Product demonstration skills
Creative - out of the box - solutioning
Excellent follow up skills to ensure customer expectations are met
Ability to meet ever-changing priorities
Preferred
Gainsight experience
Confluence experience
Experience using Power BI (highly preferred)
Benefits
Competitive pay
Flexible work
An inclusive, collaborative environment that supports your success.
Company
Emburse
Emburse is a provider of expense management and accounts payable automation solutions.
501-1000 employees
Funding
Current Stage
Late StageTotal Funding
$0.12MKey Investors
K1 Investment ManagementY Combinator
2019-07-29Acquired
2019-07-15Private Equity
2016-03-22Seed· $0.12M
Leadership Team
Marne E Martin
Chief Executive Officer & Board Member
Adriana Carpenter
Chief Financial Officer
Recent News
baincapitalventures.com
2026-01-14
Company data provided by crunchbase