Senior Customer Success Manager (Travel)

Emburse Chrome River; Toronto; Hybrid; CAD 90,000 - 130,000; Full time

Benefits offered by this job

Competitive pay

Flexible work

Inclusive, collaborative environment

Job summary

Emburse is seeking a senior Customer Success Manager in Toronto to own account health, retention, and expansion across enterprise clients. You will build trusted relationships with C-suite stakeholders, conduct Executive Business Reviews, and drive travel program savings.

You will troubleshoot complex issues, educate clients and TMCs on products, and advocate for customer needs with cross-functional teams while maintaining Salesforce data and leading renewal savings initiatives.

Qualifications

• Bachelor’s degree (or equivalent experience).
• 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 with the agility to manage shifting 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

Responsibilities

• 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

Skills

Customer success

Strategic thinking

Relationship management

Communication

Problem solving

Time management

Presentation skills

Education

Bachelor’s degree (or equivalent)

Tools

Salesforce

Power BI

Google Workspace

Microsoft Office

Zoom/GoToMeeting

Confluence

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 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)


• 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?

• 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.