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 Directors are responsible for leading operations of the customer success organization and ultimately to retain recurring revenue and drive incremental growth, while cultivating outstanding customer loyalty.
Essential Functions
Management of direct reports and CSM team
Conduct strategic analysis of Analytic Reporting (weekly/monthly) and distribute to leadership
Handle customer escalations
Serve as a liaison with all Emburse Teams (Operations, Sales, Accounting, Product, Marketing) across all Business Units
Coordinate overall process improvements and workflows
Familiar and engaged in Industry trends
Coordinate action plans as needed based on customer feedback
Responsible for cancellation process is completion, including reporting and auditing
Responsible for CSM team onboarding & training plans
Develop and mentor team members
Coordinate Beta programs
Conduct HR team member evaluations
Organize and facilitate customer forums
Identify customer needs and collaborate with internal teams to ensure customer success with special emphasis on adoption, advocacy, expansion and renewals
Contribute to the overall vision and strategy of the Client Services organization
Align CSM team with Client Sales/Cross Sale team to identify revenue opportunites
Monitor and identify adoption, maturity, growth and advocacy trends to inform customer and business strategy
Proactive interest to increase customer satisfaction and deepen customer relationships
Establish Escalation process and adjust as needed
Define and optimize customer journey
Own key metrics for CSM team
Recruit, mentor, groom and inspire a world-class team
Propose improvements to your team’s organizational structure
Achieve operational excellence
Experience
Past role in the Customer Service industry, preferably SaaS
5+ years as Manager, or similar management role
Successful history working cross-functionally
Required Skills
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 (or ClientSuccess at Captio)
Product Demonstration Skills
Collaboration software experience: Confluence experience (or Wrike experience at Captio)
Creative - out of the box - solutioning
Excellent follow up skills to ensure customer expectations at met
Ability to meet ever changing priorities
Advanced technical knowledge
Ability to demonstrate all product features
Demonstrated excellent communication and customer handling skills
Consulting skills
Experience with HR Systems: ADP, Small Improvements, Bamboo
Strong knowledge of business processes (Sales, Marketing, Service, Support), business applications and automation
Strong consulting skills and proven results working as a trusted advisor to drive business value for clients or stakeholders
Executive-level communication and interpersonal skills, with the ability to effectively navigate and mediate conflict and foster honest dialog
Ability to manage influence through persuasion, negotiation, and consensus building
Strong empathy for customers AND passion for revenue and growth
Excellent communication and presentation skills
Enthusiastic and creative leader with the ability to inspire others
Additional Information
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.
These cookies are necessary for the website to function and cannot be turned off in our systems. You can set your browser to block these cookies, but then some parts of the website might not work.
Security
User experience
Target group oriented cookies
These cookies are set through our website by our advertising partners. They may be used by these companies to profile your interests and show you relevant advertising elsewhere.
Google Analytics
Google Ads
We use cookies
🍪
Our website uses cookies and similar technologies to personalize content, optimize the user experience and to indvidualize and evaluate advertising. By clicking Okay or activating an option in the cookie settings, you agree to this.
The best remote jobs via email
Join 5'000+ people getting weekly alerts with remote jobs!
