At a Glance
- Tasks: Help customers succeed with Pleo's solutions and drive growth through exceptional service.
- Company: Join a dynamic team at Pleo, transforming spend management for over 40,000 customers.
- Benefits: Enjoy remote work options, comprehensive healthcare, and generous holiday allowances.
- Other info: Collaborative culture with opportunities for career growth and personal development.
- Why this job: Make a real impact by solving customer challenges in a fast-paced environment.
- Qualifications: 7+ years in customer success or account management, with a passion for helping others.
The predicted salary is between 56700 - 69300 £ per year.
About Pleo
Messy spend management is tricky business. 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.
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.
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
- 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 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.
- You truly enjoy helping others move and improve.
- You love goals and objectives.
- You love a fast-paced and dynamic environment.
- This is a high volume, high velocity role.
- You are a trustworthy person who always ensures that deadlines are reached.
- You are empathetic.
- You are fluent in English.
Why is this role a good fit for you
- You enjoy building long-term relationships with high-touch, Mid Market customers.
- You thrive in a fast-paced, high-volume environment.
- You’re motivated by impact and outcomes.
This role is not a good fit for you if:
- You’re not motivated by customer-facing work.
- You’re uncomfortable with project management.
- 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
- 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.
The location
London, UK
Show me the benefits
- Your own Pleo card.
- Lunch is on us for your work days.
- Comprehensive private healthcare.
- 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.
- Paid parental leave.
The interview process
- Intro call: A 30-minute chat with our Talent Partner.
- A 30-45 minute call with the Hiring Manager.
- Our Pleo Challenge.
- Final Interview - Our Bar Raiser meeting.
About your application
- English first.
- A fair look for everyone.
- Diversity drives us.
- Interview at your best.
- Your data is safe.
- Applying for multiple roles?
- Reapplying.
Remote Senior Customer Success Manager in Abbots Langley employer: Pleo
Pleo is an exceptional employer that fosters a culture of innovation and collaboration, making it an ideal place for a Staff Engineer to thrive. With a strong emphasis on employee growth, you will have the opportunity to shape foundational data practices while working with cutting-edge technologies in a supportive environment. Located in a vibrant city, Pleo offers unique advantages such as a diverse team and a commitment to leveraging AI in meaningful ways, ensuring your contributions have a significant impact across the organisation.
StudySmarter Expert Advice🤫
We think this is how you could land Remote Senior Customer Success Manager in Abbots Langley
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Pleo. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Pleo before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Remote Senior Customer Success Manager in Abbots Langley
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Pleo:Your cover letter is your chance to shine! Tell us why you want to work at Pleo specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Pleo!
How to prepare for a job interview at Pleo
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
