At a Glance
- Tasks: Deliver exceptional customer experiences and drive adoption of our innovative solutions.
- Company: Join Emburse, a leader in AI-powered travel and expense solutions.
- Benefits: Competitive salary, flexible work, and a supportive, inclusive culture.
- Other info: Be part of a dynamic team that values innovation and career growth.
- Why this job: Make a real impact by helping businesses optimise their financial operations.
- Qualifications: 3-5 years in Customer Success or Account Management with strong relationship skills.
The predicted salary is between 63000 - 70000 £ per year.
Who We Are: At Emburse, you’ll not just imagine the future – you’ll build it. As a leader in travel and expense solutions, 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.
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.
What You’ll Do
- 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)
- Renewal Rate
- Product Adoption
- Customer Health Score
What We’re Looking For
- 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.
Bonus Points If You Have
- A background in travel and expense and/or invoice management
- Additional language skills (Spanish as a priority)
£63,000 - £70,000 a year
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.
Customer Success Manager employer: Emburse, Inc.
Emburse is an exceptional employer that fosters a culture of innovation and collaboration, empowering employees to drive meaningful change in the finance sector. With competitive pay, flexible work arrangements, and a commitment to employee growth, you will thrive in an inclusive environment where your contributions directly impact customer success and business outcomes. Join a team that values your expertise and offers opportunities to work with cutting-edge AI technology while serving a diverse portfolio of enterprise clients across the globe.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager
✨Tip Number 1
Network like a pro! Reach out to current or former employees at Emburse on LinkedIn. Ask them about their experiences and any tips they might have for landing the Customer Success Manager role. Personal connections can give you insights that job descriptions just can't.
✨Tip Number 2
Prepare for the interview by understanding Emburse's products inside out. Dive into their AI-powered solutions and think about how you can help customers maximise their value. Show us you’re not just a fit for the role, but also passionate about what we do!
✨Tip Number 3
Practice your presentation skills! As a CSM, you'll need to conduct Business Reviews and communicate effectively with stakeholders. Grab a friend or use a mirror to rehearse your pitch and get comfortable discussing customer success strategies.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows us you’re genuinely interested in being part of the Emburse team. Let’s make it happen!
We think you need these skills to ace Customer Success Manager
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Customer Success Manager role. Highlight your experience in driving customer adoption and retention, as well as any relevant skills that align with what we’re looking for.
Showcase Your Relationship-Building Skills:In your application, emphasise your ability to build strong relationships with stakeholders. We want to see examples of how you've successfully managed customer portfolios and driven satisfaction in previous roles.
Demonstrate Your Analytical Skills:Since this role involves interpreting customer usage data, be sure to mention any analytical skills or tools you’ve used in the past. Show us how you’ve leveraged data to improve customer outcomes and drive growth.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates during the process!
How to prepare for a job interview at Emburse, Inc.
✨Know Your Customer Success Metrics
Familiarise yourself with key metrics like Net Revenue Retention and Customer Health Scores. Be ready to discuss how you've used these metrics in past roles to drive customer adoption and retention.
✨Showcase Your Relationship-Building Skills
Prepare examples of how you've built strong relationships with stakeholders in previous positions. Highlight your ability to advocate for customer needs and how that has led to successful outcomes.
✨Demonstrate Your Problem-Solving Abilities
Think of specific challenges you've faced in customer success and how you resolved them. This will show your analytical skills and your capacity to manage multiple priorities while keeping the customer at the forefront.
✨Be Ready for Business Reviews
Understand the importance of conducting Business Reviews and be prepared to discuss how you would align customer objectives with product usage. Bring insights on how you can help customers achieve their business goals through strategic guidance.
