Senior Customer Success Leader — Travel & AI Platform

Emburse, Inc.; Toronto; Hybrid; CAD 110,000 - 150,000; Full time

Job summary

Emburse, Inc. is seeking a Senior Customer Success Manager to drive post-sale success for a portfolio of enterprise clients. This role focuses on demonstrating value, reducing churn, and identifying expansion opportunities while educating users on Emburse solutions and industry best practices.

The Sr. CSM will own account health, conduct EBRs with executives, and coordinate cross-functional teams to deliver exceptional customer experiences. A hybrid schedule in Toronto is required.

Qualifications

• Bachelor’s degree (or equivalent) with 5+ years in a consultative, strategic customer success role.
• Experience with Salesforce, Microsoft Office, Google Workspace, and video conferencing tools.
• Proficiency with Power BI and Confluence preferred.
• Ability to deliver engaging product demonstrations and present to diverse client audiences.

Responsibilities

• Own account health, retention, and expansion across an enterprise client base; identify churn risks.
• Build long-term relationships with C-suite stakeholders and conduct Executive Business Reviews.
• Troubleshoot complex customer issues; act as primary escalation point.
• Educate clients and providers on products, technology, and industry best practices.
• Advocate for client needs and influence product strategy and cross-functional improvements.
• Oversee milestones, maintain Salesforce data, and manage retention/cancellation processes.
• Monitor program and reshop metrics; collaborate with Support to resolve issues.
• Lead client-facing speaking engagements and stay current with industry trends.

Skills

Customer success

Relationship management

Presentation skills

Problem solving

Education

Bachelor’s degree or equivalent

Tools

Salesforce

Power BI

Confluence

Google Workspace

Job description

Emburse, Inc. is seeking a Senior Customer Success Manager to drive post-sale success for a portfolio of enterprise clients. This role focuses on demonstrating value, reducing churn, and identifying expansion opportunities while educating users on Emburse solutions and industry best practices.

The Sr. CSM will own account health, conduct EBRs with executives, and coordinate cross-functional teams to deliver exceptional customer experiences. A hybrid schedule in Toronto is required.