Senior Customer Success Manager

## **About Pleo** Messy spend management is tricky business. And tedious processes are a lose-lose situation for all involved, not just finance. At Pleo, we're changing that. We build spend solutions that make managing money seamless, empowering, and surprisingly effective for finance teams and employees alike - with a vision to help all businesses ‘go beyond’. The word ‘Pleo’ actually means ‘more than you’d expect’, and living by that mantra has been the secret to our success over the last 10 years. Now, we’re at a pivotal moment in our journey; every move we make has a direct impact on our 40,000+ customers, our business, and our collective success. We need people who take pride in uncovering customer needs, who turn complex problems into simple solutions, challenge the way things are done (respectfully), and always aim high. With great ambitions driving us forward, we can’t say we’ve got this whole thing figured out. And frankly, that’s half the fun! What we can say is that we’re a driven, progressive, and, importantly, a kind bunch of 850+ people from over 100 nationalities, all committed to delivering the future of business spending, together. ## **About the role** We're looking for a Senior Customer Success Manager to join our Customer Experience team at Pleo. In this role, you'll help our high-touch, Mid Market customers achieve success and maximise the value of Pleo’s solutions and be part of a dynamic and collaborative team as we scale our innovative expense management platform across the UK & Ireland If you're excited about solving customer challenges, and driving growth through exceptional service and are passionate about Customer Success in the SaaS industry, then this is the opportunity for you! ## **Who you’ll be working with and reporting to** You’ll report to our Director of CX and work closely with teams in CX, Onboarding, AM, Sales and Product. Our team of 30 is highly collaborative and dedicated to Customer Experience. ## **What you’ll be doing** As a Senior Customer Success Manager, your main markets will be UKI customers. You will: - Nurture, support and process expansion for any opportunity from the customer base - As a customer's trusted product advisor and business consultant advise them on how to create their ideal processes with the tool to optimise their value-add - Own the adoption journey of your customer portfolio (after the onboarding phase) - Collaborate across teams with different internal stakeholders such as product management, services & solutions, marketing, customer support, etc. to improve the entire customer experience - Receive, qualify and triage all inbound communication from all communication channels; email, Intercom (web chat), and/or other performance marketing channels - Cultivate key customers to become advocates of Pleo and the Fintech community - Manage day-to-day operations and long-term business relationships with our customers - Do everything in your power to prevent customers from leaving Pleo through measuring health scores, and product/feature adoption and acting proactively on those - Optimise the product-market-fit by building the bridge between the customer's feedback and our product team ## **What you bring** You’ll thrive in this role if: - You have 7+ years of prior experience in account management or sales or customer success roles - You have an open mindset that always looks for the positive. Your customers and colleagues find your energy contagious - You truly enjoy helping others move and improve. You love helping your customers scale and grow - You love goals and objectives. You don't always need to be given tasks – you create your own tasks while chasing your targets, and it motivates you to reach them - You love a fast-paced and dynamic environment, where you have different kinds of tasks - from customer calls to meetings with our product team - This is a high volume, high velocity role. Being able to think and do things at scale is a huge plus - You are a trustworthy person who always ensures that deadlines are reached, promises are kept, and you do what is expected of you - You are empathetic. You have a strong ability to feel how others are doing. You are also able to communicate in a very empathetic way and touch people's emotions - You are fluent in English ## **Why is this role a good fit for you** This role is a good fit for you if: - You enjoy building long-term relationships with high-touch, Mid Market customers and taking ownership of their success from adoption through expansion. - You thrive in a fast-paced, high-volume environment and feel energised by balancing customer conversations, internal collaboration, and proactive problem-solving. - You’re motivated by impact and outcomes — helping customers grow, spotting expansion opportunities, and turning feedback into meaningful product improvements excites you. This role is not a good fit for you if: - You’re not motivated by customer-facing work or influencing customer outcomes through proactive engagement and collaboration. - You’re uncomfortable with project management or coordinating multiple initiatives at the same time. - You’re not motivated by upselling, cross-selling, or optimising the long-term value of your customers’ accounts. ## **How you’ll develop in this role** In your first 6 months at Pleo, you’ll: - Lead customer adoption projects to drive impact in helping high-touch, Mid Market clients maximise the value of Pleo’s solutions. - Collaborate with Customer Success and Product teams to improve customer experience processes and feedback loops. - Grow your skills in relationship management and upselling strategies, taking on new challenges as the company continues to scale. We’re committed to helping you develop your career, whether that means taking on bigger projects, stepping into leadership, or acquiring new skills in customer success. ## **The location** London, UK ## **Show me the benefits** - Your own Pleo card (no more out-of-pocket spending!) - Lunch is on us for your work days - enjoy catered meals or receive a lunch allowance based on your local office - Comprehensive private healthcare - depending on your location, coverage options include Vitality, Alan or Médis - We offer 25 days of holiday + your public holidays - For our Team, we offer both hybrid and fully remote working options - Option to purchase 5 additional days of holiday through a salary sacrifice - We use MyndUp to give our employees access to free mental health and well-being support with great success so far - Paid parental leave - we want to make sure that we're supportive of families and help you feel that you don't have to compromise your family due to work ## **The interview process** We want to ensure you are set-up for success and understand what will be expected of you. If your application is successful, our interview process is as follows: 1. Intro call: A 30-minute chat with our Talent Partner to discuss the role and your background. 2. A 30-45 minute call with the Hiring Manager 3. Our Pleo Challenge - an opportunity for you to showcase your ability in the form of a presentation and how you would approach the task at hand 4. Final Interview - Our Bar Raiser meeting - how would you raise the bar for us? Transparency is important to us so we also wanted to share some insights about what we’re looking for in applications to ensure you can set yourself up for success! Last time we hired a CSM, we received many applications but only a few were selected for an intro call. Some of the key reasons why previous candidates didn’t make it past the application screening stage include: - CV writing and content: we receive a lot of CVs, and many of them are AI-generated. We love seeing people leverage AI—it’s a big focus for us internally too—but without human intervention, these CVs can sometimes become generic and fail to show a candidate in the best light. What we're really looking for is the specific details of real impact that only you know from your previous experience. A top tip from us is to use the “Achieved X, as measured by Y, by doing Z” formula (credit: Laszlo Bock, ~2014) to give a really clear picture of what you’ve worked on. A final note: including links to your previous companies' websites is a huge help and allows us to truly understand your background! - Application care: every single application we receive is reviewed by a human (yes, hundreds of them) because we believe that candidates' efforts should be matched by an equal level of human care. This means that we expect a similar level of attention put into your application. Read and answer the application questions carefully, they make a huge difference in our decision-making process. - Profile to role fit: highlight most important aspects of the role, points that might get misunderstood, any specific industry requirements etc. ## **About your application** - **English first.** Since it's our company language, please submit your application in English. You’ll be using it a lot if you join us. - **A fair look for everyone.** Our talent team reads every single application to ensure the process is fair. To keep things running smoothly, we only accept applications through our system—our support team can’t pass on calls or emails. - **Diversity drives us.** We can only reach our goals if our team reflects the world around us. That starts with you hitting apply, even if you don't tick every single box. We encourage people from all backgrounds and experiences to join us. - **Interview at your best.** We want you to feel comfortable throughout the process. If you have any accessibility requirements or need a specific format, email . We’ll design a process that works for you. - **Your data is safe.** When you apply, we process your personal data as a data processor. For more information on how Pleo processes personal data, read our Privacy Policy [here](https://www.pleo.io/en/legal). - **Applying for multiple roles?** Nothing is stopping you, and we assess every role independently. However, we do look for alignment, so make sure you can explain why your interest and experience are right for each specific role. - **Reapplying.** If you’re applying for the same role again, please wait six months from your last decision before hitting submit.