Senior Manager, Customer Success

Pleo; Greater London; Hybrid; GBP 90,000 - 120,000; Full time

Job summary

Pleo is seeking a Senior Manager of Customer Success to lead the UKI team within the Large and High Growth segment. You will execute regional CS strategy, drive performance, and ensure exceptional outcomes for our top UKI customers.

You will directly manage a high-performing team of CSMs, focusing on adoption, value realization, retention and expansion, across a fast-paced fintech environment.

Qualifications

• 5+ years of experience in Customer Success and 2+ years directly managing high‑performing teams in B2B SaaS/fintech.
• Experience handling large mid‑market or enterprise accounts with complex stakeholders and commercial needs.
• Strong commercial acumen—linking customer health to retention and expansion.
• Proficient in CS methodologies, customer lifecycles, health scoring, and risk mitigation tools.
• Excellent people leadership: hiring, development, accountability.
• Data-driven approach; proficient with CRM/CS tooling to forecast performance.
• Fluent in English with strong communication and stakeholder management.

Responsibilities

• Lead and coach a team of 10 CSMs, providing ongoing development and guidance.
• Own the team’s core metrics and performance.
• Implement segment-specific success plans, engagement motions, renewal playbooks, and risk strategies.
• Partner with Sales and Account Management for seamless transitions and renewal/expansion execution.
• Act as senior escalation point for UKI strategic accounts, coordinating with Product, Support and Operations to remove friction.
• Use dashboards and forecasting metrics to monitor portfolio health and address churn risks.

Skills

Team leadership

Customer success

Data-driven

Stakeholder management

English fluency

Tools

Hubspot

Vitally

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 Manager of Customer Success to lead our UKI team within the Large and High Growth segment. Joining our Customer Experience department, you will be responsible for executing our regional CS strategy, driving team performance, and ensuring an exceptional experience for our most strategic UKI customers.

In this role, you will directly manage, coach, and scale a high-performing team of Customer Success Managers (CSMs). Your mission is to operationalise our customer success motions, ensuring your team successfully drives product adoption, value realisation, retention, and expansion across their portfolios.

This role is ideal for an experienced B2B SaaS or Fintech people leader who thrives in fast-paced environments. You should bring a strong execution discipline, a commercial mindset, and a passion for frontline coaching to help your team turn complex customer challenges into simple, impactful solutions.

Who you’ll be working with and reporting to

You’ll report to our Director, Customer Success (large and high growth) and leading a dedicated regional team of CSMs. The team is highly collaborative and dedicated to retain the largest customers of Pleo. You’ll also have the chance to work closely with UKI commercial team, account managers, customer support, onboarding, product and RevOps to ensure customer risk is addressed early and growth opportunities are maximised

What You’ll Be Doing

As a Senior Manager of Customer Success, you will:

• Lead and coach a team of 10 CSMs, providing active coaching, career development, and daily operational guidance to ensure consistent, high-quality performance.

• Own your team’s core metrics.

• Implement and iterate on segment‑specific success plans, engagement motions, renewal readiness playbooks, and risk‑mitigation strategies.

• Partner with Sales and Account Management to ensure seamless customer transitions, aligned account strategies, and coordinated execution during renewals and expansion plays.

• Act as the senior escalation point for UKI strategic accounts, working cross‑functionally with Product, Support, and Operations to eliminate friction points.

• Use operational insights, data dashboards, and forecasting metrics to track team productivity, evaluate portfolio health, and proactively address churn risks.

Immediate priorities you can expect to tackle:

• Strengthening localised account health visibility and proactive risk intervention.

• Building high‑impact execution habits across your team of 10 CSMs.

• Improving renewal readiness and commercial handoffs with the UKI Sales teams.

• Fostering a culture of accountability, continuous feedback, and performance excellence.

What You Bring

You’ll thrive in this role if you have:

• 5+ years of experience in Customer Success, with a proven track record of 2+ years directly managing high-performing teams in B2B SaaS, fintech, or fast‑paced technology environments.

• Strong experience supporting large, mid‑market, or enterprise‑level accounts with complex stakeholders and sophisticated commercial needs.

• A strong commercial acumen - you seamlessly connect day‑to‑day customer health to retention, expansion, and long‑term business value.

• Deep familiarity with Customer Success methodologies, customer lifecycles, health scoring, and risk mitigation tools.

• Excellent people leadership skills with a proven ability to hire, inspire, hold accountable, and develop talent.

• A data‑driven approach, comfortable utilising CRM and CS tooling (e.g.Hubspot, Vitally) to drive team performance and forecasting.

• Fluency in English with exceptional communication and stakeholder management skills. Other languages are a plus

Nice to have:

• Direct experience in fintech, spend management, payments, or financial operations verticals.

• Experience scaling team structures from smaller cohorts to larger regional pods.

Why is this role a good fit for you

This role is a good fit for you if:

• You love combining frontline coaching with commercial strategy

• You thrive in high‑velocity, evolving environment

• You want to make a highly visible, regional impact

This role is not a good fit for you if:

• You prefer a steady, predictable corporate routine

• You want to step away from the frontline

• You view Customer Success as purely “customer happiness"

How You’ll Develop in this Role

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

• Establish a highly cohesive, high‑performing UKI CS team structure for our CSMs.

• Deliver measurable improvements in UKI customer retention, renewal execution, and expansion pipelines.

• Build a deep understanding of our product ecosystem to successfully advocate for the needs of our UKI market.

• Be recognized as a vital execution partner to our Director of CS and a champion for our large and high‑growth customer base.

Location

Please note: We can hire on a hybrid set-up in any of the locations listed on the advert but you will need to be physically based in the country of your choice with a valid right to work. We are unable to offer visa sponsorship for this role in any of the listed locations.