Customer Success Manager

Toronto, ON
Permanent
Full-time

23 days ago

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. \nWhat you'll do:

Deliver an industry leading customer experience
Collaborate with internal teams to represent voice of the customer
Provide product education/support for new and ongoing customers
Communicate 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
Upsell additional products/services to customers
Be familiar with CSM negotiation and quota management

What we're looking for:

Bachelor's Degree (preferred) or equivalent work experience
1-3 years experience in customer service role
Strong interpersonal, organizational, and communication skills
Time Management & work/life balance
Proficient with Excel, Word, Powerpoint and Google Suite
Salesforce experience
Experience using video conferencing systems (Zoom or GoToMeeting)
Customer Success Software experience: Gainsight experience
Product Demonstration Skills
Collaboration software experience: Confluence experience
ZenDesk experience

\nWhy 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.

Emburse

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