The Role
Manage a portfolio of enterprise customers to drive adoption, retention, and expansion. Build executive relationships, run business reviews, troubleshoot escalations, track metrics in Salesforce/Power BI, deliver product demos, mentor junior CSMs, and influence product and process improvements.
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.
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.
**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 will you Do
- 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.
What you will Bring
- Bachelor’s degree (or equivalent experience) with 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.
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
- Bachelor's degree or equivalent experience with 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
- Experience with Confluence
- Proven ability to deliver engaging product demonstrations and present to diverse client audiences
- Strong creative problem-solving capabilities and agility to manage shifting priorities
- Excellent follow-up, organizational, and time-management skills
- Exceptional interpersonal, written, and verbal communication skills across all organizational levels
- Hybrid role requiring 3 days per week in Toronto, Canada
- Must be eligible to work in Canada without sponsorship (no sponsorship provided)
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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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