Customer Success Analyst – Business Travel

About Penbrothers

Penbrothers is an HR & remote talent management partner and one of the fastest growing companies in the Philippines. We provide talented Filipinos with global opportunities in high-growth startups and dynamic companies, from the comfort of their own homes.

About the Client

Our client is a global SaaS organization that delivers innovative, people-focused solutions designed to simplify expense, invoice, and travel management. With a fast-growing footprint and a mission to make work more human, they empower finance teams and employees through intuitive, policy-compliant software trusted by thousands of businesses worldwide.

About the Role

We’re looking for a Customer Success Analyst – Business Travel to join our global Customer Success organization and support our growing portfolio of business travel accounts. This role will primarily focus on helping clients interpret and act on their travel program analytics and performance data. You won’t be handling bookings or reservations, but you’ll need to deeply understand how business travel works and use data to proactively support and improve client outcomes.

This is a great fit for someone with both business travel experience and account servicing capabilities, especially if you’re analytical, client-centric, and excited to make an impact with a mission-driven company.

Work hours: Monday to Friday, 9:00 AM - 6:00 PM Pacific Time (PST)

Work arrangement: Remote

What you’ll do

Client Program Support & Inquiry Handling

Serve as a first-line point of contact for client inquiries related to business travel analytics, performance trends, and program insights.

Provide clients with guidance on interpreting dashboards, data reports, and program health indicators.

Offer basic product consulting to help customers understand how to optimize their travel program performance.

Proactive Program Monitoring

Actively monitor analytics dashboards to flag early indicators of performance issues (e.g., red thresholds, low adoption, policy non-compliance).

Collaborate with CSMs to share insights that drive client engagement and operational improvements.

Client Relationship Enablement

Support the U.S.-based Travel CSM team by helping clients navigate the Emburse platform’s analytics and performance features.

Contribute to high-touch service delivery through strong attention to detail, responsiveness, and follow-through.

Platform Familiarity & Reporting

Gain proficiency in the Client’s analytics and reporting tools.

Familiarity with travel systems such as GDS platforms, online booking tools (OBTs), and CRM tools like Salesforce is a significant plus.

Translate complex travel data into clear and actionable insights.

Requirements

What You Bring

At least 3 years of professional experience in business travel, preferably in travel program management, operations, or travel tech support.

Prior experience in client-facing or account management roles is highly valued.

Skills & Knowledge:

Strong working knowledge of how business travel programs operate.

Capable of understanding travel analytics and leveraging them to guide customer decisions.

Familiarity with GDS (e.g., Amadeus, Sabre), OBTs, and CRMs (e.g., Salesforce) is preferred but not mandatory.

Soft Skills:

Excellent communication and consultative skills.

Client-focused with strong attention to detail and a proactive mindset.

Organized, responsive, and comfortable juggling support across multiple accounts.

Hiring Process

We utilize AI tools to enhance our hiring efficiency and ensure a fair evaluation of all candidates. As a result, candidates who passed our initial evaluations should expect an AI Interviewer as a component of our recruitment process. This is supervised by Human Talent Acquisition Experts who will also engage with you throughout your application journey.

What You’ll Get

At Penbrothers, we are obsessed with creating positive employee experiences. Here you’ll find an environment that nurtures learning and provides opportunities for growth. You’ll have the opportunity to make an impact on fast-growing startups and dynamic companies.

• Meaningful work & Growth: We take every opportunity to stretch ourselves and deliver an excellent client experience.

• Employee as our biggest asset: We are genuinely invested in our people’s career and welfare.

• Global reach & local impact: Get to work with high-growth startups and dynamic companies from the comfort of your own home.

• Powering global startups: We’ve created 1,400 Filipino jobs that empower global start-ups to focus on growth.