Customer Success Manager retaining and expanding enterprise accounts for Dispatch’s field - service SaaS platform. Driving renewals, executive relationships, and product expansion.
About the role
- Customer Success Manager guiding Emburse customers through adoption and measurable outcomes from AI-powered expense intelligence. Driving retention, expansion, strategic reviews, and value realization for a Toronto-based customer portfolio.
Responsibilities
- Own customer success by aligning business goals to clear outcomes, success plans, and measurable value
- Lead customers through adoption and optimization, proactively addressing barriers, risks, and opportunities
- Build trusted relationships with customer stakeholders and lead strategic Business Reviews and value conversations
- Use product usage, customer data, and business insights to demonstrate value and provide actionable recommendations
- Drive retention and identify expansion opportunities based on evolving customer needs and business objectives
- Serve as the customer’s strategic partner by bringing industry best practices, insights, and recommendations
- Orchestrate internal teams to resolve challenges, advocate for customer needs, and deliver a strong customer experience
- Maintain account discipline, including customer health, success plans, risks, opportunities, and key account information
- Partner with Sales and other commercial teams on renewals, expansion opportunities, negotiation strategy, and account planning
- Own the post-sale customer journey for a portfolio of customers
- Build success and adoption plans, guide customers through change, and demonstrate business value
- Engage stakeholders across customer organizational levels, lead strategic conversations, and identify opportunities to deepen partnerships
Requirements
- Bachelor's Degree (preferred) or equivalent work experience
- 3+ years of experience in Customer Success, Account Management, Consulting, SaaS, or a similar customer-facing role
- Strong business acumen and ability to connect customer challenges to business outcomes and solutions
- Consultative communication, discovery, and relationship-management skills
- Ability to analyze customer data and translate insights into recommendations and action plans
- Confidence leading strategic conversations with stakeholders at multiple levels
- Commercial awareness with experience supporting retention, renewals, and expansion
- Strong organizational skills and ability to manage multiple customer priorities
- Experience with Salesforce, Gainsight, or similar CRM and Customer Success platforms preferred
- Must be able to work 3 days per week in Toronto, Canada
- Must not require current or future sponsorship
Benefits
- Competitive pay
- Flexible work
- Inclusive, collaborative environment
- Equal employment opportunities
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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