Travel SaaS Customer Success Leader

K1 Investment Management, LLC; Addison (TX); On-site; USD 120,000 - 160,000; Full time

Job summary

Emburse, a leader in expense intelligence, is seeking a Manager, Customer Success - Travel to lead a team of Travel CSMs and deliver proactive portfolio management.

You will drive weekly KPI tracking, value reviews, and cross-functional collaboration with Product, Support, Analytics, Finance, and TMC partners to ensure seamless customer experiences and successful renewals.

Join a team focused on executive-level escalations, enablement programs, and data-driven growth across Travel offerings.

Qualifications

• 2+ years of direct people-management experience.
• 5+ years in customer success, account management, implementations, or client services within SaaS, travel technology, corporate travel, or Travel Management Companies (TMCs).
• Strong familiarity with corporate travel dynamics—including online booking tools (OBTs), travel policies, rate-shopping/re-shopping mechanics, hotel sourcing, and TMC operations.
• Hands‑on experience interpreting travel data and program performance metrics (e.g., offer rates, booking flows, traveler adoption, realized savings).
• Proven ability to manage strategic enterprise accounts, drive renewals, mitigate churn risk, and orchestrate executive‑level escalations.
• Analytical ability to evaluate performance data and diagnose root causes across product defects, data‑quality issues, configuration errors, and operational gaps.
• Strong commercial mindset with fluency in program ROI, customer value realization, gainshare models, fee structures, and billing reconciliations.
• Demonstrated success establishing team operating rhythms, building repeatable CSM playbooks, and driving enablement around value‑based storytelling.

Responsibilities

• Lead, coach, and evaluate a team of Travel Customer Success Managers (CSMs).
• Establish and manage a consistent operational rhythm—including weekly KPI tracking, monthly value reviews, QBRs, and proactive renewal management.
• Enable CSMs to interpret, articulate, and present core Travel metrics (offer rates, rebook success, realized savings, booking volumes, adoption, fees, gainshare).
• Lead triage and resolution for complex customer-performance issues with cross-functional alignment.
• Collaborate with Product, Support, Analytics, Implementation, Finance, and Travel Management Company (TMC) partners to resolve issues and elevate the Travel customer experience.
• Define and enforce escalation protocols for booking/fulfillment failures, traveler-impacting incidents, data-quality gaps, and billing disputes.
• Direct executive escalations with clear remediation roadmaps and milestones.
• Develop travel-specific enablement programs, including product training modules, dashboards and playbooks.
• Analyze portfolio data to detect gaps and present actionable leadership recommendations.
• Partner with Sales to drive renewals and identify expansion opportunities across Travel Intelligence offerings.
• Facilitate customer forums and contribute to the global CS strategy.

Skills

People management

Customer success

SaaS experience

Travel industry knowledge

Executive escalation

Cross-functional collaboration

Analytical mindset

CRM & data dashboards

Education

Bachelor’s degree in Business or Communications

Tools

Salesforce

Zendesk

Excel

Google Workspace

PowerPoint

Job description

Emburse, a leader in expense intelligence, is seeking a Manager, Customer Success - Travel to lead a team of Travel CSMs and deliver proactive portfolio management.

You will drive weekly KPI tracking, value reviews, and cross-functional collaboration with Product, Support, Analytics, Finance, and TMC partners to ensure seamless customer experiences and successful renewals.

Join a team focused on executive-level escalations, enablement programs, and data-driven growth across Travel offerings.