---
title: 'Senior Customer Success Manager (Travel) at Emburse'
canonical: 'https://feeny.ai/job/senior-customer-success-manager-travel-emburse-addison-2nnptnm4vcb1'
type: 'job'
last_seen: '2026-09-11'
---

# Senior Customer Success Manager (Travel) at Emburse

- **Company:** Emburse
- **Location:** Addison, TX
- **Employment:** full-time
- **Work type:** hybrid
- **Posted:** 2026-08-04
- **Last confirmed live:** 2026-09-11
- **Apply:** https://jobs.lever.co/emburse/8ddc03ad-fd1f-4c40-b07d-d346a989ae77

## Job description

Who We Are:

At Emburse, you’ll not just imagine the future – you’ll build it. As a leader in expense intelligence, 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.

Senior Customer Success Managers are responsible for the post-sales success of a portfolio of customers. As a Sr. 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 Sr. 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.

**Please note this is a hybrid role requiring 3 days/week in our Addison, Texas location AND we are unable to offer sponsorship now or in the future**

What will you Do

- Own ultimate responsibility for account health, retention, and expansion across an assigned enterprise client base while proactively identifying and mitigating churn risks.
- Build long-term, trusted relationships with C-suite stakeholders, conducting consultative Executive Business Reviews (EBRs) to uncover travel program savings and optimization opportunities.
- Troubleshoot complex customer situations, act as the primary escalation point for critical issues, and collaborate with internal teams to drive swift resolutions.
- Educate clients, new users, and Travel Management Company (TMC) providers on products, technology, and industry best practices.
- Advocate for client needs internally, working with cross-functional teams to influence product strategy and overall process improvements.
- Oversee key customer milestones, maintain accurate data in Salesforce, and lead the retention/cancellation save process when risks arise.
- Monitor Program & Reshop Performance: Proactively track customer metrics and reshop performance, researching issues and partnering with Support teams to resolve technical concerns.
- Stay engaged with travel industry trends, deliver public/internal presentations, and lead client-facing speaking engagements.
- Partner with leadership to develop new customer success strategies, workflows, and team-wide projects.
- Provide first-level support, onboarding guidance, and mentorship to junior CSMs prior to management escalation.
- Support Cross-Functional Programs: Assist with strategic team projects, including client reference requests, marketing initiatives, and cross-departmental programs.

## What you will Bring

- Bachelor’s degree (or equivalent experience)
- 5+ years in a consultative, strategic customer success role or within the travel industry.
- Strong working knowledge of Microsoft Office (Excel, Word, PowerPoint), Google Workspace, and Salesforce; experience with video conferencing tools (Zoom, GoToMeeting).
- Proficiency or strong familiarity with Power BI for data reporting (highly preferred) and Confluence (preferred).
- Proven ability to deliver engaging product demonstrations and present to diverse client audiences.
- Problem-Solving & Agility: Strong creative problem-solving capabilities ("out-of-the-box" solutioning) with the agility to manage shifting, ever-changing priorities.
- Excellent follow-up, organizational, and time-management skills to consistently exceed customer expectations.
- Exceptional interpersonal, written, and verbal communication skills across all organizational levels.

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.

## About Emburse

## Company Overview
- **One-liner**: Emburse provides an AI-powered, end-to-end travel and expense management platform that simplifies spending, compliance, and financial workflows for organizations of all sizes.
- **Entity Type**: Private (acquired by Chrome River Technologies in 2019; backed by K1 Investment Management and Y Combinator)
- **Headquarters**: Dallas, Texas, United States
- **Founded**: 2015
- **Founders**: Not publicly listed on primary sources; the company was formed through the acquisition and consolidation of multiple expense management platforms (including Abacus, Captio, Certify, Chrome River, Nexonia, and Tallie)

## Core Business
- **Primary Industry**: Software Development / Fintech – Travel and Expense Management
- **Target Customers**: B2B – Global enterprises, mid-sized businesses, SMBs, public sector agencies, and nonprofits
- **Mission**: "To deliver the greatest business value for our customers and make the lives of professionals easier through innovative expense management, business travel, accounts payable, and payment solutions." [emburse.com](https://www.emburse.com/company/about-emburse)

## Products & Services
- **Emburse Travel**: Mobile-first travel booking and management tool that integrates with expense tracking for real-time visibility and compliance.
- **Emburse Expense**: AI-driven expense management that automatically captures, categorizes, and validates spend in real time before reports are submitted.
- **Emburse AP Automation**: Accounts payable automation for invoicing and payments, reducing manual data entry and processing time.
- **Emburse Payments**: Streamlined payment solutions integrated with the expense and AP workflow.
- **Emburse AI**: Purpose-built AI layer that provides real-time visibility and control, enforces policy pre-submission, and adapts to global tax and currency rules.
- **Emburse Integrations**: Connects with hundreds of third-party technology solutions (ERP, CRM, HRIS) and travel providers. [emburse.com](https://www.emburse.com/company/about-emburse)

## Market Standing
- **Valuation/Market Cap**: Not publicly disclosed.
- **Key Metric**: Annual Revenue of **$166.1 million** (latest estimate). Total Funding of **$4.4 million** (seed and private equity). [LinkedIn](https://linkedin.com/company/emburse)
- **Notable Investors/Partners**: K1 Investment Management (lead private equity investor, 2019), Y Combinator (seed stage). Key partners include hundreds of travel and technology providers.
- **Growth Signals**: Headcount of 611 employees (+7.1% YoY). Over **12 million professionals** in **200 countries** use the platform. Serves **over 15,000 organizations**. Acquired multiple companies to build its suite: Certify, Nexonia, Captio, TripBAM, Roadmap, and Data Visualization Intelligence. [emburse.com](https://www.emburse.com/company/about-emburse) [LinkedIn](https://linkedin.com/company/emburse)

## Competitive Advantages
- **Unified Platform**: Combines travel, expense, AP, and payments on a single AI-powered platform, creating a comprehensive spend management solution.
- **Global Scale**: Available in 180 currencies and used across 200 countries, with deep compliance for international tax and currency rules.
- **Acquisition Strategy**: Built a best-in-class suite by acquiring and integrating multiple market-leading expense management tools (Certify, Chrome River, Nexonia, Tallie, Abacus), creating a broad customer base and deep feature set.
- **AI-First Approach**: Purpose-built AI enforces policy, automates categorization, and provides real-time insights, reducing manual work for finance teams.

## Strategic Focus
- **AI-Powered Automation**: Deepening AI capabilities to drive further automation and intelligence across the entire spend lifecycle.
- **Platform Consolidation**: Continuing to unify the acquired product portfolio into a single seamless experience.
- **Global Expansion**: Growing presence in EMEA, APAC, and other international markets (with offices in Spain, UK, Australia, Canada, India).
- **Enterprise & Mid-Market Penetration**: Targeting CFOs, travel managers, and finance teams at larger organizations seeking strategic spend control.

## Why Work Here
- **Culture**: Emphasizes "smart and caring people" and building a strong community with quarterly outings and office social events. The company's values are focused on impact and innovation.
- **Remote/Hybrid Policy**: Hybrid approach with offices in Dallas, Burlington (MA), and other global hubs. Many roles are remote-friendly, but specific policy varies by location and role.
- **Perks**: Generous 401(k) matching, financial planning services (including legal planning for trusts/wills), and a partnership with eCornell for employee learning and development. Full benefits include retirement planning and professional development budgets for conferences and courses. [emburse.com](https://www.emburse.com/company/careers)
- **Engineering Culture**: Strong engineering presence (19% of workforce in technical roles). Actively hiring for Software Engineer III, Sr Software Engineer, and SDET roles, suggesting a focus on building and scaling the platform.
- **Considerations**: Employee reviews (2.9/5.0 on LinkedIn) indicate mixed sentiment, with lower scores for culture (2.7) and career growth (2.9), but higher for work-life balance (3.5) and compensation (3.1). This may reflect challenges common in post-acquisition integration phases. [LinkedIn](https://linkedin.com/company/emburse)

## Sources
1. [Emburse About Page](https://www.emburse.com/company/about-emburse)
2. [Emburse Careers Page](https://www.emburse.com/company/careers)
3. [LinkedIn Company Page](https://linkedin.com/company/emburse)
4. [Emburse Lever Careers](https://jobs.lever.co/emburse)
5. [Indeed Company Page](https://www.indeed.com/cmp/Emburse)

## Other roles at Emburse

- [Senior Software Engineer in Test I](https://feeny.ai/job/senior-software-engineer-in-test-i-emburse-spain-92qs8mffvetx) — Spain
- [Senior Learning & Development Specialist](https://feeny.ai/job/senior-learning-development-specialist-emburse-toronto-3g04dtygb676) — Toronto, Canada
- [Salesforce Architect (Salesforce CPQ)](https://feeny.ai/job/salesforce-architect-salesforce-cpq-emburse-boston-ftwkms1wn74f) — Boston, MA
- [Product Manager (Travel)](https://feeny.ai/job/product-manager-travel-emburse-addison-sg9w4bc4pnw0) — Addison, TX
- [Senior Director, Sales - Mid-Market  (West/Central)](https://feeny.ai/job/senior-director-sales-mid-market-west-central-emburse-dallas-ryq10by2ps7a) — Dallas, TX
- [Associate Account Executive](https://feeny.ai/job/associate-account-executive-emburse-addison-551sgz9096xf) — Addison, TX
- [Enterprise Sales Executive - UK](https://feeny.ai/job/enterprise-sales-executive-uk-emburse-london-fxsbzdhmg5q8) — London, United Kingdom
- [Director of HR Operations](https://feeny.ai/job/director-of-hr-operations-emburse-toronto-nsdngabjr60d) — Toronto, Canada
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- [Sales Development Representative](https://feeny.ai/job/sales-development-representative-emburse-addison-7r6114ghmqdg) — Addison, TX