Lead Delivery & Customer Success at Optiml, focusing on customer value realization and enterprise software implementations. Build effective teams while managing stakeholders and driving growth strategies.
About the role
- Senior Customer Success Manager ensuring post-sales success and customer adoption for enterprise clients at Emburse, a leader in travel and expense solutions.
Responsibilities
- Deliver an industry leading customer experience to assigned enterprise client base
- Collaborate with internal teams to represent voice of the customer
- Provide travel product training for new and ongoing customers
- Establish travel product/industry best practices for customers
- Own ultimate responsibility for the customer’s retention and expansion success while preventing churn
- Maintain accurate and current records of customer information in Salesforce
- Deliver benchmarking analysis (travel industry, peer comparisons)
- Own cancellation process to identify cancellation, work with sales/customer to save account, and if unable, ensure to document and complete the cancellation process
- Serve as an escalation point for issues that impact the customer’s success and work with internal teams to drive resolution
- Work with leadership on new CSM initiatives
- Manage key accounts through monitoring customer health, business reviews and customer engagement
- Develop and maintain long-term relationships to achieve customer success
- Contribute to overall process improvements and workflows
- Assist in onboarding, training, and mentoring of team members
- Provide first level support to CSMs before escalation to lead/manager
- Troubleshoot customer situations/escalations to positive outcomes
- Support CSM team in managing group requests, such as customer references, marketing initiatives, and teamwide projects
- Be familiar and engaged in travel industry trends
- Host/assist with Executive Business Reviews as well as contact with C-suite
- Present at internal and customer facing speaking events
- Proactively monitor reshop performance and identify issues/concerns.
- Research issues and collaborate with Support Team for resolution
- Conduct business reviews with a consultative approach to uncover trends and inform client of additional travel program savings opportunities
- Provide training and understanding of products and technology to clients and TMC providers
Requirements
- Bachelor’s Degree or equivalent experience
- 5+ years experience in a consultative, strategic customer service role, or 5 years in travel industry
- Strong interpersonal, organizational, and communication skills
- Proficient with Excel, Word, Power point, Google Suite, Salesforce experience
- Experience using video conferencing systems (Zoom or GoToMeeting)
- Gainsight experience preferred
- Product demonstration skills
- Confluence experience preferred
- Creative - out of the box - solutioning
- Excellent follow up skills to ensure customer expectations are met
- Ability to meet ever-changing priorities
- Experience using Power BI (highly preferred)
Benefits
- 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.
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