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About the Role
We are seeking a Senior Customer Success Manager to join our Customer Experience team. This role focuses on helping high-touch, Mid Market customers achieve success and maximize the value of Pleo’s solutions, contributing to the growth of our expense management platform in the UK & Ireland.
Responsibilities
- Nurture, support, and process expansion opportunities from the customer base.
- Act as a trusted product advisor and business consultant to customers, guiding them on optimizing their use of the tool.
- Own the adoption journey for the assigned customer portfolio post-onboarding.
- Collaborate with internal stakeholders across teams like product management, services & solutions, marketing, and customer support to enhance the overall customer experience.
- Receive, qualify, and triage inbound communication from various channels including email, Intercom, and other performance marketing channels.
- Cultivate key customers to become advocates for Pleo and the Fintech community.
- Manage day-to-day operations and long-term business relationships with customers.
- Proactively prevent customer churn by monitoring health scores and product/feature adoption.
- Optimize product-market fit by bridging customer feedback with the product team.
Requirements
- 7+ years of prior experience in account management, sales, or customer success roles.
- An open and positive mindset with contagious energy.
- A genuine enjoyment in helping others succeed and grow.
- Goal-oriented with the ability to create and pursue targets independently.
- Adaptable to a fast-paced and dynamic environment with diverse tasks.
- Ability to think and operate at scale in a high-volume, high-velocity role.
- Trustworthy, ensuring deadlines are met and promises are kept.
- Empathetic with strong communication skills that can connect with others emotionally.
- Fluent in English.
Skills
- Customer Success
- Account Management
- Sales
- SaaS
- Relationship Management
- Upselling
- Cross-selling
- Product Adoption
- Customer Support
- Communication
- Problem-solving
- Project Management
- Collaboration
Location
- London, UK
Work Type
- Hybrid
- Fully Remote
Experience Level
- Senior
Benefits
- Pleo card for no out-of-pocket spending.
- Catered meals or lunch allowance on work days.
- Comprehensive private healthcare.
- 25 days of holiday plus public holidays.
- Option to purchase 5 additional days of holiday via salary sacrifice.
- Access to free mental health and well-being support through MyndUp.
- Paid parental leave.
About the Company
- Pleo offers spend solutions designed to make managing money seamless and empowering for finance teams and employees.
- The company's vision is to help all businesses ‘go beyond’.
- Pleo has been successful for the past 10 years, living by the mantra 'more than you’d expect'.
- Pleo has over 40,000 customers and a team of 850+ people from over 100 nationalities.
- The company is driven, progressive, and kind, committed to delivering the future of business spending together.
Equal Opportunity
- Diversity drives us. We encourage people from all backgrounds and experiences to join us.
- We encourage you to apply even if you don’t tick every single box.
- We offer accessibility accommodations for interviews; email belonging@pleo.io for specific requirements or formats.