Senior Customer Success Manager
Emburse
full-time
Posted on:
Location Type: Hybrid
Location: Dallas • Texas • United States
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Job Level
About the role
- 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
Requirements
- 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)
- Gainsight experience preferred
- Product demonstration skills
- Confluence experience preferred
- Creative - out of the box - solutioning
- Excellent follow up skills to ensure customer expectations are met
- Ability to meet ever-changing priorities
- Experience using Power BI (highly preferred)
Benefits
- 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.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer serviceconsultative approachproduct demonstrationbenchmarking analysiscustomer retentioncancellation processtroubleshootingprocess improvementsdata analysistravel industry knowledge
Soft skills
interpersonal skillsorganizational skillscommunication skillscreativityproblem-solvingfollow-up skillsrelationship buildingteam mentoringadaptabilitycollaboration
Certifications
Bachelor's Degree