Customer Onboarding Manager I - Lisbon / Madrid

Pleo; Madrid; Remote; EUR 45,000 - 65,000; Full time

Job summary

Pleo is seeking a Customer Onboarding Manager to guide customers through onboarding across Europe & the UK. You’ll tailor configurations, provide training, and drive user adoption, turning complex needs into a smooth, delightful experience.

You’ll collaborate with customers and internal teams to align objectives, timelines, resources and integrations, while building strong relationships and ensuring high customer satisfaction throughout the journey.

Qualifications

• 2–3 years of customer-facing onboarding or customer success experience.
• Knowledge of accounting principles and financial workflows is desirable.
• Fluency in English is required.

Responsibilities

• Facing the customer externally: Lead onboarding after signup and define objectives with customers.
• Align timelines, scope, resources, and integration requirements.
• Configure Pleo for users, including activation, limits, and integration.
• Integrate Pleo with the customer's accounting system and help test.
• Provide consulting, share best practices, conduct training and drive user adoption.
• Assist in preparing data, communications, policies, and guides.
• Provide hyper care, conduct final review calls, and handover to the Customer Success Manager.
• Maintain strong relationships, gather feedback and CES scores.
• Assist in capturing testimonials or references.
• And internally: share knowledge, contribute to training and enablement.
• Support continuous process improvements and track for revenue recognition.
• Collaborate with stakeholders, share updates, and address risks.
• Ensure onboarding timeline and customer satisfaction.
• Share success stories and encourage testimonials.

Job description

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'.

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.

Step into the world of Customer Onboarding, a place where seamless onboarding experiences are crafted to bring delight to customers and businesses alike. As a Pleo Customer Onboarding Manager, you hold the key to unlocking the full potential of our cutting-edge solutions for businesses across Europe & the UK. Your mission is to oversee and execute the onboarding process with precision and finesse, collaborating seamlessly with both customers and internal teams to ensure a smooth and memorable journey from start to finish.

Picture yourself as the bridge between technology and human connection, understanding each customer's unique requirements, and configuring Pleo to match their needs perfectly. You'll be the go-to expert for technical queries, providing consultation, sharing best practices, and conducting training to drive user adoption that allows our customers to take their business to new levels. Your role goes beyond just technical prowess – it's about building strong relationships and ensuring customer success becomes a powerful reference point for the world to see. Your genuine curiosity and exceptional problem-solving skills will shine through as you navigate multiple onboarding projects with ease, all while staying up-to-date with the latest industry trends.

Some of the fun you will have

Facing the customer externally

• In short, after our customers have signed up to Pleo, you'll be in charge of their Onboarding
• Work with these customers to identify objectives, priorities, policies, systems, and effective rollout plans
• Align with our customers on project timelines, scope, resources, and integration requirements
• Configure Pleo for users, including activation, limits, cards, integration, and compliance
• Integrate Pleo with the customer's accounting system, export expenses, and help test
• Provide consulting, share best practices, conduct training and help drive user adoption
• Assist in preparing data, communication, policies, and guides
• Provide 'hyper care', conduct final review calls, facilitate handover to the dedicate Customer Success Manager.
• Maintain strong relationships, gather feedback and CES scores
• Assist in capturing testimonials or references

And internally facing

• You'll enjoy sharing knowledge with the team, collaborating on training and enablement
• The opportunity to work and add your voice to our continuous process improvement projects
• Accurately track efforts for revenue recognition and resource allocation
• Provide feedback and insights to product, development, and marketing teams
• Collaborate with stakeholders, share updates, address risks
• Ensure onboarding timeline and customer satisfaction
• Share success stories, encourage testimonials, showcase experiences

You will thrive in this role if you have

• Successful customer facing experience (at least 2-3 years), ideally in Customer Onboarding, or in Customer Success
• Some knowledge of accounting principles and financial workflows is desirable.
• Genuine curiosity for understanding and fulfilment of customer needs.
• Strong and proven commitment to customer satisfaction and building relationships.
• Excellent planning, prioritisation, and risk management abilities for simultaneous onboarding projects
• Effective collaboration with cross-functional teams to drive success. Can you really break down a customer problem and explain it to a data analyst, designer, or engineer?
• Willingness to adapt to changing requirements and stay updated with industry trends.
• Energy that is palpable. Are you someone who can lift others up? Can you be a rock for your teammates? Can you be vulnerable when times call for it? And, can you bring a fierceness that propels our business forward? If yes then you are the one for this team.
• Complete business fluency in English