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Director, Customer Success en Emburse

Emburse · London, Reino Unido · Hybrid

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Description

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 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.
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