At a Glance
- Tasks: Lead customer onboarding projects and ensure a seamless experience for Spanish and UK markets.
- Company: Join Pleo, a forward-thinking company revolutionising spend management.
- Benefits: Enjoy a Pleo card, catered lunches, comprehensive healthcare, and 25 days holiday.
- Other info: Flexible remote, hybrid, or in-person work options available.
- Why this job: Make a real impact by helping customers succeed with innovative spend solutions.
- Qualifications: Fluency in Spanish and English, strong customer-facing skills, and tech-savvy.
The predicted salary is between 40000 - 50000 £ per year.
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 by building 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’.
About The Role
We’re looking for a Spanish and English‑speaking Onboarding Manager to join our CX Onboarding Team at Pleo. In this role, you will oversee the onboarding process, perform onboarding, and collaborate with customers and internal teams to ensure a seamless experience for the Spanish and UK markets. Your role will involve understanding customer requirements, configuring the software, providing technical support, and managing projects from start to finish, with the objective of making customers successful and reference‑able. You will also be part of a project that looks at scaling onboarding and making it more self‑serve.
Who You’ll Be Working With And Reporting To
You’ll report to the Manager of CX Onboarding and work closely with teams in Sales, Adoption, and Account Management. Our team of eight is highly collaborative and dedicated to delivering the best start to Pleo possible for our customers. You’ll also partner with product teams to ensure long‑term scalability of our onboarding process.
What You’ll Be Doing
- Identify customer objectives, priorities, policies, systems, and rollout plans
- Align on project timeline, scope, resources, and integration requirements
- Configure Pleo for users, including activation, limits, cards, integration, and compliance
- Integrate Pleo with the customer's accounting system, export expenses, and help test
- Provide consulting, share best practices, conduct training and help drive user adoption
- Assist in preparing data, communication, policies, and guides
- Maintain strong relationships, gather feedback and CSAT scores
- Assist in capturing testimonials or references
- Provide feedback and insights to product, development, and marketing teams
- Collaborate with stakeholders, share updates, address risks
- Ensure onboarding timeline and customer satisfaction
- Collaborate with our Product teams and gather feedback from self‑serve customers to enhance our product‑led onboarding journey
- Contribute to team projects and process improvements
What You Bring
- Strong understanding of Pleo, B2B SaaS products, and relevant technologies including configuration, integrations, and troubleshooting
- Good knowledge of accounting principles, financial workflows, and tax codes
- Excellent and successful customer‑facing experience
- Genuine curiosity for understanding and fulfilling customer needs
- Strong and proven commitment to customer satisfaction and building relationships
- Excellent planning, prioritisation, and risk‑management abilities for simultaneous onboarding projects
- Strong problem‑solving skills with attention to detail
- Effective collaboration with cross‑functional teams to drive success
- Willingness to adapt to changing requirements and stay updated with industry trends
- Fluency in Spanish and English (required)
Why this role is a good fit for you
- You enjoy owning a customer relationship and get genuine satisfaction from seeing a customer succeed because of your work
- You’re comfortable sitting at the intersection of technical and commercial: you can discuss accounting integrations and tax codes with a finance team one hour and present an onboarding roadmap to a C‑suite the next
- You’re fluent in both Spanish and English and want to use both languages meaningfully in your day‑to‑day work, not just as a checkbox requirement
This role is not a good fit for you
- You prefer deep specialist work over breadth; this role requires constant context switching across customers, markets, and internal teams
- You want a stable, well‑defined process to follow; the core part of the role is actively improving and scaling onboarding, so ambiguity is a feature, not a bug
- You find a purely reactive customer support fulfilling enough; this role expects you to proactively consult, challenge, and push customers towards better outcomes, not just respond to their requests
How You’ll Develop In This Role
- Lead end‑to‑end onboarding projects for customers in the Spanish and UK markets, building the muscle for managing multiple simultaneous rollouts with different timelines, scopes, and integration requirements
- Collaborate with the product team to surface patterns from self‑serve customers, directly influencing how Pleo’s product‑led onboarding journey evolves
- Grow your skills in scalable customer success, contributing to team projects that move onboarding from high‑touch to self‑serve, giving you experience that goes beyond a traditional onboarding manager remit
The location
We can hire on a remote, hybrid or in‑person set‑up in any of the listed locations on the advert, but you must 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.
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 25 days of holiday + public holidays Hybrid and fully remote working options for our team Access to free mental health and well‑being support via MyndUp Paid parental leave to support families and help you balance work and family
Customer Onboarding Manager employer: Pleo
At Pleo, we pride ourselves on fostering a dynamic and inclusive work culture that empowers our employees to thrive. As a Customer Onboarding Manager, you will enjoy the flexibility of remote or hybrid working arrangements, comprehensive healthcare benefits, and a strong focus on personal and professional growth. Join us in revolutionising spend management while collaborating with passionate teams dedicated to customer success in both the Spanish and UK markets.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Onboarding Manager
✨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 Customer Onboarding Manager
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.
