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About the Role
Senior Customer Success Managers are responsible for the post-sales success of a portfolio of customers. As a Sr. CSM, the employee is responsible for making the value of the solution visible to the customers while looking for additional opportunities for the customer to expand their services and products to achieve their goals. The Sr. CSM is also responsible for driving customer adoption and success by providing usage/adoption recommendations, performing Business Reviews and delivering an industry leading customer experience.
Responsibilities
- Own the end-to-end relationship for a portfolio of strategic accounts, taking ultimate responsibility for customer retention, driving product adoption, and proactively mitigating churn.
- Drive revenue growth by identifying upsell/cross-sell opportunities across products and services, leading contract negotiations, and managing renewal/expansion quotas.
- Host and facilitate Executive Business Reviews (EBRs) with C-suite and key economic buyers, translating performance data into long-term strategic roadmaps.
- Manage the customer cancellation workflow by identifying at-risk accounts early, leading targeted commercial and technical save efforts, and conducting root-cause offboarding analysis.
- Serve as the primary escalation point for customer-impacting roadblocks, orchestrating cross-functional resolution alongside Product, Support, and Engineering.
- Provide ongoing customer training, consult on optimal workflows, and deliver industry best practices to ensure continuous value realization throughout the client lifecycle.
- Advocate internally for customer needs, sharing structured product feedback and actionable insights with Product and Go-to-Market teams.
- Assist in onboarding, training, and mentoring newer CSMs, serving as a first-line escalation and peer resource prior to management involvement.
- Partner with CS leadership to develop team-wide initiatives, refine customer-journey workflows, and optimize scalable CS playbooks.
- Maintain meticulous account health scores, contact details, notes, and renewal pipelines in Salesforce to ensure complete data visibility.
- Represent the company at customer-facing forums, webinars, and internal panels, staying attuned to market and industry trends to advise customers proactively.
Requirements
- 5+ years of experience in customer success, account management, or high-touch client services (preferably in a B2B SaaS environment).
- Proven experience managing commercial goals, carrying expansion/renewal quotas, and successfully upselling products and services to an existing customer base.
- Familiarity with SaaS contract negotiations, renewal-risk mitigation strategies, and objection handling to protect revenue and prevent churn.
- Exceptional product demonstration skills with the ability to showcase all product features, consult on creative solutions, and translate complex capabilities into client value.
- Hands-on experience working in Salesforce and customer ticketing/case-management tools such as Zendesk.
- High proficiency across business applications including Excel, Word, PowerPoint, Google Workspace, and video conferencing platforms (Zoom/GoToMeeting).
- Outstanding interpersonal, written, and verbal communication skills, with the polish and confidence to engage C-level executives and key stakeholders.
- Exceptional organizational, time-management, and prioritization skills, with rigorous follow-through to meet shifting deadlines and ensure customer expectations are consistently exceeded.
- Ability to think outside the box to navigate complex customer challenges, troubleshoot roadblocks, and architect win-win outcomes.
Skills
- Customer Success
- Account Management
- Client Services
- B2B SaaS
- Salesforce
- Zendesk
- Excel
- Word
- PowerPoint
- Google Workspace
- Zoom
- GoToMeeting
- Communication Skills
- Organizational Skills
- Time Management
- Prioritization Skills
- Problem Solving
Location
- Remote
Work Type
- Full-time
Experience Level
- Senior
Education Level
- Bachelor’s degree in Business, Communications, or a related field preferred (or equivalent practical experience).
Benefits
- Competitive pay
- Flexible work
- Inclusive, collaborative environment that supports your success
About the Company
- 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.
- 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.
Equal Opportunity
- 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.