The Role
Manage a portfolio of post-sale SaaS customers to drive adoption, retention, and expansion. Build success plans, use product and usage data to surface insights, lead strategic business reviews, coordinate internal teams to resolve issues, and demonstrate measurable business value tied to customer outcomes.
Summary Generated by Built In
Who We Are:
At Emburse, you’ll not just imagine the future – you’ll build it. As a leader in expense intelligence, we are 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.
As a Customer Success Manager, you will own the post-sale customer journey for a portfolio of customers, helping them translate their business goals into measurable outcomes with our solutions.
You will serve as a strategic partner to your customers by understanding their priorities, building success and adoption plans, guiding them through change, and demonstrating the business value they are achieving. You will use customer insights, product usage data, and business context to identify risks, remove barriers to adoption, and help customers continuously advance their use of our solutions.
Success in this role requires business acumen, curiosity, strong relationship management, and the ability to connect product capabilities to customer outcomes. You will engage stakeholders across different levels of the customer organization, lead strategic conversations, and uncover opportunities to deepen the partnership when additional products or services can help the customer achieve their goals.
**Please note this is a hybrid role requiring 3 days/week in our Toronto, Canada location AND we are unable to offer sponsorship now or in the future**
What You'll Do
- Own customer success by aligning business goals to clear outcomes, success plans, and measurable value.
- Lead customers through adoption and optimization, proactively addressing barriers, risks, and opportunities.
- Build trusted relationships across customer stakeholders and lead strategic Business Reviews and value conversations.
- Use product usage, customer data, and business insights to demonstrate value and provide actionable recommendations.
- Drive retention and identify expansion opportunities based on evolving customer needs and business objectives.
- Serve as the customer’s strategic partner, bringing industry best practices, insights, and recommendations.
- Orchestrate internal teams to resolve challenges, advocate for customer needs, and deliver a strong customer experience.
- Maintain strong account discipline, including customer health, success plans, risks, opportunities, and key account information.
- Partner effectively with Sales and other commercial teams on renewals, expansion opportunities, negotiation strategy, and account planning.
What You'll Bring
- Bachelor's Degree (preferred) or equivalent work experience
- 3+ years of experience in Customer Success, Account Management, Consulting, SaaS, or a similar customer-facing role.
- Strong business acumen and the ability to connect customer challenges to business outcomes and solutions.
- Consultative communication, discovery, and relationship-management skills.
- Ability to analyze customer data and translate insights into recommendations and action plans.
- Confidence leading strategic conversations with stakeholders at multiple levels.
- Commercial awareness with experience supporting retention, renewals, and expansion.
- Strong organizational skills and the ability to manage multiple customer priorities.
- Experience with Salesforce, Gainsight, or similar CRM and Customer Success platforms 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.
Skills Required
- 3+ years experience in Customer Success, Account Management, Consulting, SaaS, or similar customer-facing role.
- Strong business acumen and ability to connect customer challenges to business outcomes.
- Consultative communication, discovery, and relationship-management skills.
- Ability to analyze customer data and translate insights into recommendations and action plans.
- Confidence leading strategic conversations with stakeholders at multiple levels.
- Commercial awareness with experience supporting retention, renewals, and expansion.
- Strong organizational skills and ability to manage multiple customer priorities.
- Bachelor's Degree (preferred) or equivalent work experience.
- Experience with Salesforce, Gainsight, or similar CRM and Customer Success platforms.
- Hybrid role requiring 3 days/week in Toronto, Canada.
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The Company
What We Do
Emburse humanizes work by empowering business travelers, finance professionals and CFOs to eliminate manual, time-consuming tasks so they can focus on what matters most. Emburse brings together some of the world’s most powerful and trusted expense and AP automation solutions, including Abacus, Captio, Certify, Chrome River, Nexonia and Tallie. The company’s innovative offerings, which are uniquely tailored for specific industries, company sizes, and geographies, are trusted by more than 4.5 million users in more than 120 countries. Over 14,000 customers, from start-ups to global enterprises, including Boot Barn, Grant Thornton, Telefónica, Lufthansa Systems, and Toyota rely on Emburse to make faster, smarter decisions, empower business travelers to recapture lost nights and weekends spent doing tedious expense management, and help make users’ lives -- and their businesses -- better.
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