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Recently postedFull timeCustomer Service

Manager, Customer Success (Corporate Travel/SaaS)

EmburseAddison🇺🇸United States

Quick overview

SeniorityMid Senior
Employment typeFull Time
Work modeOn Site
LocationAddison, United States
SourcingOnboardingMicrosoft ExcelMicrosoft PowerPointGoogle WorkspaceAccount ManagementArticulateCRMCustomer SuccessPortfolio ManagementTriageZendeskSalesforce

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.
The Manager, Customer Success - Travel leads a team of Customer Success Managers responsible for helping Travel customers achieve measurable program value, strong adoption, and successful renewals. This leader combines customer success leadership with practical knowledge of corporate travel programs, travel technology, and Travel product performance.
The role is accountable for developing a dashboard-fluent CSM team; ensuring proactive portfolio management; guiding complex performance investigations and escalations; and partnering closely with Product, Support, Implementations, Finance, Sales, and Travel Management Company partners to deliver a consistent customer experience.
**Please note we are unable to offer sponsorship now or in the future**

What you will Do

  • Team Leadership & Development: Lead, coach, and evaluate a team of Travel Customer Success Managers (CSMs), driving team performance, onboarding, professional growth, and customer satisfaction.

  • Portfolio & Health Cadence: Establish and manage a consistent operational rhythm—including weekly KPI tracking, monthly value reviews, QBRs, and proactive renewal management—to identify health shifts before clients raise concerns.

  • Travel Analytics & Value Delivery: Enable CSMs to interpret, articulate, and present core Travel metrics (offer rates, rebook success, realized savings, booking volumes, adoption, fees, and gainshare mechanics).

  • Complex Issue Investigation: Lead triage and resolution for complex customer-performance issues, ensuring cross-functional alignment, clear accountability, documented solutions, and timely client updates.

  • Cross-Functional & Partner Collaboration: Collaborate with Product, Support, Analytics, Implementation, Finance, and Travel Management Company (TMC) partners to resolve systemic issues and elevate the Travel customer experience.

  • Escalation Framework & Standards: Define and enforce escalation protocols for booking/fulfillment failures, traveler-impacting incidents, configuration errors, data-quality gaps, and billing disputes.

  • Executive Escalation Ownership: Direct executive-level escalations for key accounts, structuring clear remediation roadmaps with defined milestones, owners, communications, and exit criteria.

  • CSM Enablement & Playbooks: Develop and maintain travel-specific enablement programs, including product training modules, dashboard fluency, investigation playbooks, and value-storytelling frameworks.

  • Portfolio Trend Analysis: Analyze portfolio-wide data to detect emerging operational gaps, product defects, configuration opportunities, or training needs, presenting actionable recommendations to leadership.

  • Commercial Growth & Expansion: Partner with Sales and commercial teams to drive renewals and uncover expansion opportunities across Travel Intelligence, Benchmark, Audit, and optimized configurations.

  • Strategic Contributions: Facilitate customer forums and contribute to the overarching operational and growth strategy of the global Customer Success organization.

What you will Bring

  • 2+ years of direct people-management experience (or proven track record leading, mentoring, and developing customer-facing professionals).

  • 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, conversion, and fulfillment).

  • Proven ability to manage strategic enterprise accounts, drive renewals, mitigate churn risk, and orchestrate executive-level escalations with calm, clear judgment.

  • Sharp analytical ability to evaluate performance data and accurately 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.

  • Track record of collaborating effectively with Product, Analytics, Engineering, Support, and Finance to solve systemic customer-impacting challenges.

  • Working knowledge of CRM/CS platforms (Salesforce, Zendesk), performance dashboards, and collaboration tools (Excel, Google Workspace, PowerPoint).

  • Bachelor’s degree in Business, Communications, or a related field preferred (or equivalent practical experience).

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.
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