At a Glance
- Tasks: Deliver exceptional customer experiences and drive product adoption for a portfolio of clients.
- 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 innovating in finance and technology.
- Why this job: Shape the future of finance while helping businesses optimise their 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 are responsible for the post-sales success of a portfolio of customers. As a 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 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.
What You’ll Do
- Deliver an industry leading customer experience
- Manage a portfolio of approximately 40 customers across the Enterprise segment.
- Collaborate with internal teams to represent voice of the customer
- Provide product education/support for new and ongoing customers
- Establish product/industry best practices for customers
- Participate in customer forums
- Own ultimate responsibility for the customer’s retention and expansion success while preventing churn
- Maintain accurate and current records of customer information in Salesforce
- 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
- Identify opportunities to expand customer value through additional products, services, and solutions aligned to customer goals.
- Be familiar with CSM negotiation and quota management
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
- Experience managing renewal, retention, or expansion objectives is preferred
- ZenDesk experience
£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.
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.
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
Customer Success Manager in London employer: Emburse
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 have the opportunity to work alongside industry leaders while making a significant impact on customer success. Join us in shaping the future of financial operations and enjoy a rewarding career that truly matters.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager in London
✨Tip Number 1
Network like a pro! Reach out to current or former employees at Emburse on LinkedIn. A friendly chat can give you insider info and maybe even a referral, which can really boost your chances.
✨Tip Number 2
Prepare for the interview by understanding Emburse's products inside out. Show us how you can drive customer success with our solutions. Tailor your examples to highlight your experience in customer adoption and retention.
✨Tip Number 3
Don’t just wait for the job to come to you! Apply through our website and follow up with a quick email to express your enthusiasm. It shows initiative and keeps you on our radar.
✨Tip Number 4
Practice your presentation skills! As a Customer Success Manager, you'll need to communicate effectively. Mock interviews with friends can help you nail your delivery and boost your confidence.
We think you need these skills to ace Customer Success Manager in London
Some tips for your application 🫡
Show Your Passion:When writing your application, let your enthusiasm for the Customer Success Manager role shine through. We want to see how excited you are about helping customers achieve their goals and how you can contribute to our mission at Emburse.
Tailor Your Experience:Make sure to highlight your relevant experience in customer success or account management. We’re looking for specific examples of how you've driven customer adoption and retention, so don’t hold back on those success stories!
Be Clear and Concise:Keep your application straightforward and to the point. We appreciate clarity, so use simple language and avoid jargon. This will help us understand your qualifications and how you can fit into our team at Emburse.
Apply Through Our Website:We encourage you to submit your application directly through our website. This ensures that your application gets to the right people quickly and helps us keep track of all candidates efficiently. Plus, it’s super easy!
How to prepare for a job interview at Emburse
✨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 clients in previous positions. Highlight your ability to understand their needs and how you’ve helped them achieve their goals.
✨Demonstrate Problem-Solving Abilities
Think of specific challenges you've faced in customer success and how you resolved them. This will show your potential employer that you can handle escalations and drive resolutions effectively.
✨Be Ready for Role-Play Scenarios
Expect to engage in role-play during the interview, simulating a customer interaction. Practice articulating how you would educate a customer on product usage or handle a cancellation process.
