Senior Enterprise Customer Success Leader

Pleo; Greater London; On-site; GBP 85,000 - 120,000; Full time

Job summary

Pleo is seeking a Senior Enterprise Customer Success Manager to own the portfolio of large, complex enterprise customers and drive measurable business outcomes. You will serve as a trusted advisor to senior stakeholders and collaborate with cross-functional teams across Customer Success, Product, Support, Sales, Finance, and more.

You will develop detailed success plans, conduct executive reviews, and lead renewal and expansion efforts while maintaining governance and forecasting accuracy in a

Qualifications

• At least three years of direct enterprise Customer Success or strategic account-management experience.
• Five or more years of overall experience in customer-facing roles.
• Experience in SaaS, fintech, or complex B2B technology environments.
• Strong executive relationship-management and cross-functional leadership skills.

Responsibilities

• Own a portfolio of enterprise customers with accountability for health, value realization, adoption, retention, renewal readiness, advocacy, and growth.
• Build trusted relationships with senior and executive stakeholders, understanding their business priorities and operating environment.
• Develop detailed customer success plans connecting strategic goals to measurable outcomes, adoption milestones, responsibilities, and timelines.
• Lead executive business reviews and strategic customer meetings to demonstrate value and align stakeholders.
• Drive product adoption across complex customer organizations, expanding usage across teams, entities, locations, and workflows.
• Identify churn risk early using product usage, engagement, and signals; build and execute mitigation plans.

Skills

Enterprise CS

Strategic account management

SaaS experience

Executive relationship management

Tools

Gainsight

Zendesk

Looker

Tableau

Power BI

Jira

Slack

Job description

Pleo is seeking a Senior Enterprise Customer Success Manager to own the portfolio of large, complex enterprise customers and drive measurable business outcomes. You will serve as a trusted advisor to senior stakeholders and collaborate with cross-functional teams across Customer Success, Product, Support, Sales, Finance, and more.

You will develop detailed success plans, conduct executive reviews, and lead renewal and expansion efforts while maintaining governance and forecasting accuracy in a