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About the Role

We are seeking a Customer Success Manager II to join our Customer Experience team. This role focuses on helping SMB and Mid Market customers achieve success and maximize the value of Pleo’s solutions, contributing to the growth of our expense management platform in the Nordics.

Responsibilities

Nurture, support, and process expansion opportunities from the customer base.
Advise customers on how to create ideal processes with the tool to optimize their value-add, acting as a trusted product advisor and business consultant.
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.
Prevent customer churn by measuring health scores and product/feature adoption, and acting proactively.
Optimize product-market fit by bridging customer feedback with the product team.

Requirements

5+ years of prior experience in account management, sales, or customer success roles.
An open mindset that always looks for the positive.
Enjoyment in helping others move and improve, and assisting customers to scale and grow.
Motivation by goals and objectives, with the ability to create tasks and chase targets independently.
Adaptability to a fast-paced and dynamic environment with diverse tasks.
Ability to think and act at scale in a high-volume, high-velocity role.
Trustworthiness, ensuring deadlines are met, promises are kept, and expectations are fulfilled.
Empathy, with a strong ability to understand and communicate with others effectively.
Fluency in English.

Skills

Customer Success
Account Management
Sales
SaaS
Relationship Management
Upselling
Cross-selling
Product Adoption
Customer Feedback Analysis
Communication
Problem-Solving
Project Management
Collaboration

Location

Copenhagen
Lisbon
London

Work Type

Hybrid
Fully remote

Experience Level

5+ years

Benefits

Pleo card (no out-of-pocket spending)
Lunch provided on work days (catered meals or allowance)
Comprehensive private healthcare (Vitality, Alan, or Médis depending on location)
25 days of holiday + public holidays
Option to purchase 5 additional days of holiday through salary sacrifice
Access to free mental health and well-being support via MyndUp
Paid parental leave

About the Company

Pleo offers spend solutions designed to make managing money seamless, empowering, and effective for finance teams and employees.
The company's vision is to help all businesses ‘go beyond’.
Pleo has been successful for the last 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.
Pleo is a driven, progressive, and kind organization committed to delivering the future of business spending.

Equal Opportunity

Pleo encourages people from all backgrounds and experiences to join them.
Diversity drives Pleo's goals, aiming for a team that reflects the world around us.
Pleo accommodates accessibility requirements and specific formats for interviews; contact belonging@pleo.io for assistance.
Pleo processes personal data as a data processor upon application; refer to the Privacy Policy for details.