At a Glance
- Tasks: Support and empower customers to maximise their success with Pleo's innovative solutions.
- Company: Join a dynamic, diverse team at Pleo, revolutionising spend management.
- Benefits: Enjoy catered lunches, comprehensive healthcare, and flexible working options.
- Other info: Collaborative environment with opportunities for career growth and skill development.
- Why this job: Make a real impact by helping businesses thrive and grow.
- Qualifications: 5+ years in customer success or account management, with a passion for helping others.
The predicted salary is between 63000 - 77000 £ 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 Customer Success Manager II to join our Customer Experience team at Pleo. In this role, you'll help our SMB and 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 CX Manager 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.
- Advise customers 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 to improve the entire customer experience.
- Receive, qualify and triage all inbound communication from all communication 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.
- Prevent customers from leaving Pleo through measuring health scores and product/feature adoption.
- Optimise the product-market-fit by building the bridge between the customer's feedback and our product team.
What you bring
- 5+ years of prior experience in account management or sales or customer success roles.
- An open mindset that always looks for the positive.
- A genuine enjoyment in helping others move and improve.
- A goal-oriented approach, creating your own tasks while chasing targets.
- A love for a fast-paced and dynamic environment.
- Trustworthiness and reliability in meeting deadlines and keeping promises.
- Empathy and strong communication skills.
- Fluency in English.
Why is this role a good fit for you
- You enjoy building long‑term relationships with SMB and 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 or optimising the long‑term value of your customers’ accounts.
How you’ll develop in this role
- Lead customer adoption projects to drive impact.
- Collaborate with Customer Success and Product teams to improve customer experience processes.
- Grow your skills in relationship management and upselling strategies.
The location
Lisbon, Portugal, or London, UK.
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.
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 - we want to make sure that we're supportive of families.
The interview process
If your application is successful, our interview process is as follows:
- Intro call: A 30-minute chat with our Talent Partner.
- A 30-45 minute call with the Hiring Manager.
- Our Pleo Challenge - an opportunity for you to showcase your ability.
- Final Interview - Our Bar Raiser meeting.
Transparency is important to us so we also wanted to share some insights about what we’re looking for in applications.
Customer Success Manager II at location: Hybrid - London 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 Customer Success Manager II at location: Hybrid - London
✨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 Success Manager II at location: Hybrid - London
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.
