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Pleo · London, England, United Kingdom
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.
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
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
Intro call: A 30-minute chat with our Talent Partner to discuss the role and your background.
A 30-45 minute call with the Hiring Manager
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
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!
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
.
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.
Details
| Company | Pleo |
| Location | London, England, United Kingdom |
| Type | FULL TIME |
| Niche | finance |