Customer Success Manager

About the role

Join Pleo's Customer Experience team to help small and medium-sized businesses, along with mid-market clients, maximize their use of Pleo's spend management solutions. This role focuses on the UK and Ireland markets, guiding customers post-onboarding to ensure they achieve their business goals with the platform. You will be a key player in a collaborative environment, contributing to the expansion of an innovative expense management system.

Key facts

What you'll do

• Drive expansion opportunities within the existing customer base.
• Serve as a trusted advisor, helping customers optimize their processes using Pleo's tools.
• Manage the customer adoption journey after the initial onboarding phase.
• Collaborate with internal teams like product management, services, marketing, and support to enhance the overall customer experience.
• Handle and prioritize inbound communications from various channels, including email and web chat.
• Cultivate strong relationships with key customers to turn them into advocates for Pleo and the FinTech community.
• Oversee daily operations and long-term business relationships with your customer portfolio.
• Proactively work to prevent customer churn by monitoring health scores and product adoption.
• Bridge customer feedback with the product team to refine product-market fit.

Requirements

• Prior experience in account management, sales, or customer success roles.
• A positive outlook and an ability to energize customers and colleagues.
• A genuine desire to help others improve and scale their operations.
• Self-motivated with a drive to achieve goals and targets.
• Ability to thrive in a fast-paced, dynamic environment with diverse tasks.
• Capable of managing a high volume of work and thinking at scale.
• Dependable, ensuring deadlines are met and commitments are honored.
• Strong empathy and excellent empathetic communication skills.
• Fluent in English.

Practical notes

• Benefits include a Pleo card, catered lunch or allowance, private healthcare (Vitality, Alan, or Médis options), 25 days of holiday plus public holidays, hybrid and remote work options, ability to purchase 5 additional holiday days, MyndUp access for mental health support, and paid parental leave.
• The interview process includes an intro call with a Talent Partner, a call with the Hiring Manager, a Pleo Challenge presentation, and a final Bar Raiser interview.
• Applications should be in English and submitted through the system.
• Candidates are encouraged to highlight specific impacts using the "Achieved X, as measured by Y, by doing Z" formula in their CVs.
• Please ensure your application demonstrates care and attention to detail.
• If reapplying for the same role, please wait six months from your last decision.