Manager, Customer Success (Corporate Travel/SaaS)

Emburse•Addison, TX

About The Position

The Manager, Customer Success leads a team of Customer Success Managers serving corporate travel customers. The role is responsible for helping customers realize measurable program value, achieve strong adoption, and renew successfully. It combines people leadership with practical knowledge of corporate travel programs, travel technology, and Travel product performance. The manager develops a dashboard-fluent team, establishes proactive portfolio management, guides complex performance investigations and escalations, and partners with Product, Support, Implementations, Finance, Sales, Analytics, and Travel Management Company partners to deliver a consistent customer experience. The role also contributes to the operational and growth strategy of the global Customer Success organization.

Requirements

At least 2 years of direct people-management experience, or a proven track record leading, mentoring, and developing customer-facing professionals.
At least 5 years in customer success, account management, implementations, or client services within SaaS, travel technology, corporate travel, or Travel Management Companies.
Strong familiarity with corporate travel dynamics, including online booking tools, travel policies, rate-shopping and re-shopping mechanics, hotel sourcing, and TMC operations.
Hands-on experience interpreting travel data and program-performance metrics, including offer rates, booking flows, traveler adoption, realized savings, conversion, and fulfillment.
Ability to manage strategic enterprise accounts, drive renewals, mitigate churn risk, and orchestrate executive-level escalations with calm, clear judgment.
Analytical ability to evaluate performance data and diagnose root causes across product defects, data-quality issues, configuration errors, and operational gaps.
Commercial fluency in program ROI, customer value realization, gainshare models, fee structures, and billing reconciliations.
Demonstrated success establishing team operating rhythms, creating repeatable CSM playbooks, and driving enablement in value-based storytelling.
Track record of effective collaboration with Product, Analytics, Engineering, Support, and Finance to solve systemic customer-impacting challenges.
Working knowledge of CRM and customer-success platforms such as Salesforce and Zendesk, performance dashboards, and collaboration tools such as Excel, Google Workspace, and PowerPoint.
The company is unable to offer sponsorship now or in the future.

Nice To Haves

Bachelor’s degree in Business, Communications, or a related field, or equivalent practical experience.

Responsibilities

Lead, coach, and evaluate a team of Travel Customer Success Managers, supporting team performance, onboarding, professional growth, and customer satisfaction.
Establish an operating cadence that includes weekly KPI tracking, monthly value reviews, QBRs, and proactive renewal management.
Enable CSMs to interpret, articulate, and present core Travel metrics, including offer rates, rebook success, realized savings, booking volumes, adoption, fees, and gainshare mechanics.
Lead triage and resolution of complex customer-performance issues, ensuring cross-functional alignment, clear accountability, documented solutions, and timely client updates.
Collaborate with Product, Support, Analytics, Implementation, Finance, and TMC partners to resolve systemic issues and improve the Travel customer experience.
Define and enforce escalation protocols for booking and fulfillment failures, traveler-impacting incidents, configuration errors, data-quality gaps, and billing disputes.
Direct executive-level escalations for key accounts and structure remediation roadmaps with milestones, owners, communications, and exit criteria.
Develop and maintain travel-specific enablement programs, including product training modules, dashboard fluency, investigation playbooks, and value-storytelling frameworks.
Analyze portfolio-wide data to identify operational gaps, product defects, configuration opportunities, and training needs, and present actionable recommendations to leadership.
Partner with Sales and commercial teams to drive renewals and identify expansion opportunities across Travel Intelligence, Benchmark, Audit, and optimized configurations.
Facilitate customer forums and contribute to the operational and growth strategy of the global Customer Success organization.