Senior Customer Success Manager

Pleo; Greater London; Hybrid; GBP 60,000 - 90,000; Full time

Benefits offered by this job

Your own Pleo card

Lunch provided or allowance

Comprehensive private healthcare

25 days holiday + public holidays

Hybrid and fully remote options

Additional 5 days via salary sacrifice

Mental health support via MyndUp

Paid parental leave

Job summary

Pleo is seeking a Senior Customer Success Manager to join the UK & Ireland CX team. You will drive success for high-touch, mid-market customers and maximise value from Pleo’s expense management platform.

You will report to the Director of CX, collaborate with CX, Onboarding, AM, Sales and Product, and help scale our solutions across the UK & Ireland.

Qualifications

• 7+ years of prior experience in account management or sales or customer success roles.
• Fluent in English.
• Able to handle high-volume, high-velocity workflows and multiple initiatives.

Responsibilities

• Nurture, support and expand opportunities from the customer base.
• Advise customers on best practices to maximise value from Pleo’s tools.
• Own the adoption journey and ensure long-term relationships.
• Collaborate with product, services, marketing and support to improve the customer experience.
• Handle inbound communications across email, chat and other channels.
• Develop key customers into advocates within the Fintech community.

Skills

Account management

Customer success

Sales

English fluency

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’.

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.

What you’ll be doing

As a Senior Customer Success Manager, your main markets will be UKI customers. You will:

• 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

You’ll thrive in this role if:

• You have 7+ years of prior experience in account management or sales or customer success roles

• You have an open mindset that always looks for the positive. Your customers and colleagues find your energy contagious

• You truly enjoy helping others move and improve. You love helping your customers scale and grow

• You love goals and objectives. You don’t always need to be given tasks – you create your own tasks while chasing your targets, and it motivates you to reach them

• You love a fast-paced and dynamic environment, where you have different kinds of tasks - from customer calls to meetings with our product team

• This is a high volume, high velocity role. Being able to think and do things at scale is a huge plus

• You are a trustworthy person who always ensures that deadlines are reached, promises are kept, and you do what is expected of you

• You are empathetic. You have a strong ability to feel how others are doing. You are also able to communicate in a very empathetic way and touch people’s emotions

• You are fluent in English

Why is this role a good fit for you

This role is a good fit for you if:

• You enjoy building long-term relationships with high-touch, Mid Market customers and taking ownership of their success from adoption through expansion.

• You thrive in a fast-paced, high-volume environment and feel energised by balancing customer conversations, internal collaboration, and proactive problem-solving.

• You’re motivated by impact and outcomes — helping customers grow, spotting expansion opportunities, and turning feedback into meaningful product improvements excites you.

This role is not a good fit for you if:

• You’re not motivated by customer-facing work or influencing customer outcomes through proactive engagement and collaboration.

• You’re uncomfortable with project management or coordinating multiple initiatives at the same time.

• You’re not motivated by upselling, cross-selling, or optimising the long-term value of your customers’ accounts.

How you’ll develop in this role

In your first 6 months at Pleo, you’ll:

• 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

Show me the benefits

• Your own Pleo card (no more out-of-pocket spending!)

• Lunch is on us for your work days - enjoy catered meals or receive a lunch allowance based on your local office

• Comprehensive private healthcare - depending on your location, coverage options include Vitality, Alan or Médis

• We offer 25 days of holiday + your public holidays

• For our Team, we offer both hybrid and fully remote working options

• Option to purchase 5 additional days of holiday through a salary sacrifice

• We use MyndUp to give our employees access to free mental health and well-being support with great success so far

• Paid parental leave - we want to make sure that we’re supportive of families and help you feel that you don’t have to compromise your family due to work