Customer Success Manager

Emburse Chrome River; Toronto; On-site; CAD 75,000 - 110,000; Full time

Job summary

Emburse is seeking a Customer Success Leader in Toronto to align customer goals with measurable outcomes and value. You will guide customers through adoption, share insights, and build trusted relationships with stakeholders across organizations.

With 3+ years in CS/AM, you will drive retention and expansion, orchestrate cross-functional teams, and partner with Sales on renewals and strategy. The role is based in Toronto and requires a customer-centric, data-driven approach.

Qualifications

• Bachelor's degree or equivalent work experience.
• 3+ years in Customer Success, Account Management, Consulting, SaaS, or similar roles.

Responsibilities

• Own customer success by aligning business goals to outcomes and measurable value.
• Lead customers through adoption and optimization, addressing barriers and opportunities.
• Build trusted relationships and lead Business Reviews and value conversations.
• Use product usage, customer data, and insights to demonstrate value and provide actionable recommendations.
• Drive retention and identify expansion opportunities based on evolving customer needs.

Skills

Bachelor's degree

3+ years in Customer Success/Account M

Business acumen

Consultative communication

Data analysis

Strategic conversations with execs

Retention & expansion experience

Organizational skills

Salesforce or Gainsight experience

Education

Bachelor's degree

Tools

Salesforce

Gainsight

Job description

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.

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.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.