Senior Customer Success Manager

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

Who We Are:

At Emburse, you’ll not just imagine the future – you’ll build it. As a leader in travel and expense solutions, 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 aportfolio 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.