Senior Enterprise Customer Success Manager

Academic Key; Greater London; Hybrid; GBP 70,000 - 110,000; Full time

Job summary

Pleo, London, is hiring a Senior Enterprise Customer Success Manager to lead a portfolio of large enterprise customers, driving measurable business outcomes and expanding adoption. You will serve as a trusted advisor to senior stakeholders across Finance, Operations, and IT, coordinating with Product, Support and Sales to deliver value and renewal-ready plans.

The role demands at least three years in enterprise customer success, strong communication, and a commercial mindset in a fast-paced tech

Qualifications

• Minimum three years of direct enterprise customer success experience.
• Ability to build trusted relationships with senior stakeholders.
• Strong communication and commercial judgement.

Responsibilities

• Own a portfolio of large enterprise customers with health, value, adoption, and renewal focus.
• Lead executive business reviews and align stakeholders across functions.
• Drive product adoption across complex organisations and identify expansion opportunities.
• Develop detailed customer success plans linking goals to measurable outcomes.
• Coordinate escalations across Support, Product, Engineering, Finance and Sales.

Skills

Enterprise CS experience

Executive communication

Renewal & expansion

Cross-functional collaboration

Job description

# Senior Enterprise Customer Success Manager**Pleo** · LondonAbroad London◷ Full Time✓ Link validatedAbout 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 Enterprise Customer Success Manager to join our Customer Experience team at Pleo. In this role, you’ll own a portfolio of large, complex, and strategically important enterprise customers, helping them achieve measurable business outcomes, expand adoption, manage change, and build long-term value with Pleo. You’ll serve as a trusted advisor to senior customer stakeholders while coordinating the broader Pleo relationship across Customer Success, Product, Support, Sales, Finance, and other internal teams. This is not a reactive account-management role. You’ll be expected to understand each customer’s business priorities, operating model, success criteria, and risk profile. You’ll turn that understanding into clear success plans, executive engagement strategies, adoption programs, renewal plans, and growth opportunities. The right candidate will bring at least three years of direct experience managing enterprise customers , along with the communication skills, commercial judgment, and operational discipline required to manage high-value relationships in a fast-paced technology environment. Who you’ll be working with and reporting to You’ll report to our Manager of Customer Success, Large & High-Growth Customers and work closely with teams across: Customer Support Customer Onboarding Sales and Account Management Product and Product Operations Revenue Operations Finance Data and Analytics Program Management and Operations You’ll work with customer stakeholders across finance, procurement, operations, technology, transformation, and executive leadership. You’ll be responsible for creating alignment across these stakeholders, establishing clear governance, and ensuring Pleo remains connected to the customer’s evolving strategic and operational priorities. What you’ll be doing As a Senior Enterprise Customer Success Manager , you will: Own a portfolio of enterprise customers with accountability for customer health, value realisation, adoption, retention, renewal readiness, advocacy, and growth. Build trusted relationships with senior and executive stakeholders , positioning yourself as a credible advisor who understands their business priorities and operating environment. Develop detailed customer success plans that connect the customer’s strategic goals to measurable outcomes, adoption milestones, responsibilities, and timelines. Lead executive business reviews and strategic customer meetings that demonstrate value, address risks, align stakeholders, and create clear next steps. Drive product adoption across complex customer organisations , helping customers expand usage across teams, entities, locations, use cases, and workflows. Create and maintain detailed stakeholder maps , identifying decision-makers, champions, influencers, operational contacts, blockers, and executive sponsors. Identify churn risk early using product usage, engagement, stakeholder, support, financial, organisational, and external business signals. Build and execute churn-prevention plans with clear actions, owners, timelines, customer commitments, and executive escalation paths. Maintain detailed and accurate forecasts across renewals, risk, customer health, expected outcomes, growth opportunities, and major account milestones. Lead renewal-readiness activities by ensuring customer value is documented, risks are addressed, stakeholders are aligned, and commercial partners have accurate account intelligence. Identify and support expansion opportunities by connecting additional Pleo capabilities, products, or use cases to the customer’s evolving business needs. Coordinate complex customer escalations across Support, Product, Engineering, Finance, and other teams while maintaining clear and confident customer communication. Act as the customer’s internal advocate ,