emburse - Customer Success Manager

London1w ago

In Office Mid EMEA Customer Success Manager Account Manager Customer Success Account Management Churn Prevention Gainsight Salesforce CSM Stakeholder Management Segment Renewal Management NRR GRR Customer Engagement

Requirements

• Bachelor’s Degree or equivalent • 3-5 years Customer Success, Account Management, or Client Services experience • Proven ability to drive customer adoption, retention, and growth • Strong relationship-building and stakeholder management skills • Excellent presentation, communication, and problem-solving abilities • Experience conducting business reviews and customer success planning • Proficiency with CRM and Customer Success platforms (Salesforce, Gainsight, or similar) • Strong analytical skills and ability to interpret customer usage data • Ability to manage multiple priorities in a fast-paced environment while maintaining exceptional customer focus. • A background in travel and expense and/or invoice management • Additional language skills (Spanish as a priority) • Customer Success Manager • Customer Success Managers (CSMs) are responsible for the post-sales success of a portfolio of customers. In this role, you will serve as a trusted advisor, helping customers realize the full value of our solutions while identifying opportunities to expand their use of products and services to achieve their business goals. The CSM drives customer adoption, retention, and growth by providing strategic guidance, conducting Business Reviews, advocating for customer needs, and delivering an industry-leading customer experience. This role manages a portfolio of approximately 40 Enterprise customers and is accountable for customer outcomes, satisfaction, and long-term success.

Responsibilities

• Deliver an industry leading customer experience. • Manage a portfolio of approximately 40 customers across the Enterprise segment. • Build and maintain strong relationships with executive customer stakeholders. • Conduct regular Business Reviews to align customer objectives, product usage, and business outcomes. • Collaborate with internal cross-functional teams to represent and advocate for the voice of the customer. • Drive customer adoption and value realization through strategic guidance, product education, and best-practice recommendations. • Participate in customer forums, user groups, and customer engagement activities. • Own ultimate responsibility for the customer’s retention and expansion success while preventing churn and proactively addressing churn risks. • Maintain accurate and current records of customer information. • Serve as an escalation point for issues that impact the customer’s success and work with internal teams to drive resolution. • Identify opportunities to expand customer value through additional products, services, and solutions aligned to customer goals, contributing to retention and expansion targets. • Partner with Sales and Renewal Management to support renewal and expansion opportunities. • What You’ll Be Measured On • Net Revenue Retention (NRR) • Gross Revenue Retention (GRR) • Product Adoption • Customer Health Score • Product Adoption

Benefits

• 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.