Customer Success Manager - UKI
Confirmed live in the last 24 hours
Pleo
Job Description
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 Customer Success Manager UKI to join our Customer Experience team at Pleo. In this role, you'll help own a portfolio of customers to drive adoption and deliver measurable outcomes and be part of the Customer Success Management team as we scale our proactive relationship management and data-driven interventions. If you're excited about optimising customer journeys and solving complex process pain points and are passionate about fintech and customer excellence, then this is the opportunity for you!
Who you'll be working with and reporting to
You'll report to our Manager of Customer Success and work closely with teams in Product, Support and Implementation. Our team is highly collaborative and dedicated to securing renewals and preventing churn through strategic coordination.
What you'll be doing
As a Customer Success Manager, you will:
- Drive adoption, leading targeted enablement and one to many programmes to ensure customers are getting maximum value from the Pleo product
- Align customer objectives with product capabilities, setting clear milestones and KPIs to track progress
- Use health scores and product adoption metrics to proactively identify risks and execute mitigation plans to prevent churn
- Ensure stakeholders are prepared for upcoming product releases and process updates through clear, structured communication
- Categorise and disseminate customer insights to Product and Operations to inform service improvements and the product roadmap
To put things into context, we currently have automated health scoring, and you can expect to work with the following tech stack: HubSpot, Vitally, Slack and Notion
What you bring
You'll thrive in this role if you have:
- A proactive and goal oriented mindset, driving your own tasks to meet targets without constant supervision
- Strong consultative skills and the ability to be a trusted business advisor to customers
- An open, positive, and contagious energy that influences both customers and colleagues
- A true enjoyment for helping others scale and improve, dedicated to customer growth
- Excellent empathy and communication skill, capable of connecting with customers on an emotional level
- A passion for continuous improvement, always seeking to optimise processes and results
- Experience in a fast paced, dynamic environment with varied tasks, from customer calls to internal product meetings.
How you'll develop in this role
In your first 6 months at Pleo, you'll:
- Lead the adoption strategy for your assigned portfolio to drive measurable impact in customer health and product usage
- Collaborate with the product team by sharing customer feedback to improve our product and services
- Grow your skills in fintech best practices, taking on new challenges as Pleo continues to scale
This role is a good fit for you if:
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