Customer Success Manager - UKI Lisbon in London

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 Customer Success Manager UKI to join our Customer Experience team at Pleo. In this role, you\’ll help own a portfolio of customers to drive adoption and deliver measurable outcomes and be part of the Customer Success Management team as we scale our proactive relationship management and data-driven interventions. If you\’re excited about optimising customer journeys and solving complex process pain points and are passionate about fintech and customer excellence, then this is the opportunity for you!Who you\’ll be working with and reporting to You\’ll report to our Manager of Customer Success and work closely with teams in Product, Support and Implementation. Our team is highly collaborative and dedicated to securing renewals and preventing churn through strategic coordination.What you\’ll be doing As a Customer Success Manager, you will:Drive adoption, leading targeted enablement and one to many programmes to ensure customers are getting maximum value from the Pleo productAlign customer objectives with product capabilities, setting clear milestones and KPIs to track progressUse health scores and product adoption metrics to proactively identify risks and execute mitigation plans to prevent churnEnsure stakeholders are prepared for upcoming product releases and process updates through clear, structured communicationCategorise and disseminate customer insights to Product and Operations to inform service improvements and the product roadmapTo put things into context, we currently have automated health scoring, and you can expect to work with the following tech stack: HubSpot, Vitally, Slack and NotionWhat you bring You\’ll thrive in this role if you have:A proactive and goal oriented mindset, driving your own tasks to meet targets without constant supervisionStrong consultative skills and the ability to be a trusted business advisor to customersAn open, positive, and contagious energy that influences both customers and colleaguesA true enjoyment for helping others scale and improve, dedicated to customer growthExcellent empathy and communication skill, capable of connecting with customers on an emotional levelA passion for continuous improvement, always seeking to optimise processes and resultsExperience in a fast paced, dynamic environment with varied tasks, from customer calls to internal product meetings.How you\’ll develop in this role In your first 6 months at Pleo, you\’ll:Lead the adoption strategy for your assigned portfolio to drive measurable impact in customer health and product usageCollaborate with the product team by sharing customer feedback to improve our product and servicesGrow your skills in fintech best practices, taking on new challenges as Pleo continues to scaleThis role is a good fit for you if: You enjoy the balance of high level strategy and hands on executionYou are data driven and like using metrics to tell a story and drive your daily prioritiesYou are used to manage a high volume customer portfolio while maintaining consistent engagement across all accountsThis role is not a good fit for you if: You prefer reactive support over proactive, long term relationship managementYou find it challenging to navigate complex stakeholder landscapes or manage cross-functional dependenciesYou prefer a stable, predictable routine over a fast paced, evolving environmentShow me the benefits! Your own Pleo card (no more out-of-pocket spending!)Lunch is on us – with catering in our Lisbon, Copenhagen and London offices or a monthly lunch allowance paid directly together with your salary in other marketsPrivate health insurance to ensure you\’re fit in body and mind to do your best workWe offer 25 days of holiday + your public holidaysOption to purchase 5 additional days of holiday through a salary sacrificeAccess to Myndup for free mental health and well being supportPaid parental leave – we want to make sure that we\’re supportive of families and help you feel that you don\’t have to compromise your family due to workThe Interview Process: Intro call: A 30 minute chat with our Talent Acquisition Partner to discuss the role and your experienceHiring Manager Interview: A deeper dive into your Customer Success experience and how you manage portfolio of customersChallenge and Team Interview: We will send you a take home test and invite you to present during a 60 minute team interview. This is an opportunity to show us how you would handle a real world customer health scenarioBar Raiser: A final interview with our Director of Customer SuccessTransparency is important to us so we also wanted to share some insights about what we\’re looking for in applications to ensure you can set yourself up for success!Last time we hired a Customer Success Manager, we received a large number of applications but only a few were selected for an intro call. Some of the key reasons why previous candidates didn\’t make it past the application screening stage include:CV writing and content: it was very clear that many of the CVs we saw were very generic and AI generated. There is no issue with leveraging AI to help with CV writing, there was little indication of what real impact the candidates had in their previous experience. You might have heard of the \”Achieved X, as measured by Y, by doing Z\” formula (credit Laszlo Bock ~2014), this is a great way to give a clear picture of what you have actually worked on. A link to the company websites of your previous roles is also a huge help!Application care: every single application we receive is reviewed by a human (yes, hundreds of them) because we believe that candidates\’ efforts should be matched by an equal level of human care. This means that we expect a similar level of attention put into your application. Read and answer the application questions carefully, they make a huge difference in our decision-making process.Profile to role fit: highlight most important aspects of the role, points that might get misunderstood, any specific industry requirements etc.About your application Please submit your application in English; it\’s our company language so you\’ll be speaking lots of it if you joinWe treat all candidates equally: Please apply through our application system – any correspondence should come from there! Our lovely support team isn\’t able to pass on any calls/ emails our way – and this makes sure that the candidate experience is smooth and fair to everyoneWe can only achieve our goals if our team reflects the diversity of the world around us – and that starts with you, hitting apply, even if you are worried you might not tick all the boxes. We embrace and encourage people from all backgrounds to apply – regardless of race/ethnicity, colour, religion, nationality, gender, sex, sexual orientation, age, marital status, disability, neurodiversity, socio-economic status, culture or beliefs.When you submit an application we process your personal data as a data processor. Find out more about how your data is used in the FAQs section at the bottom of our jobs page.We\’re looking for new friends, gifted minds, team players, restless talents and passionate problem solvers.We\’re looking for new friends, gifted minds, team players, restless talents and passionate problem solvers.Let\’s get to know each other. We want to find out more about you, your motivations, and give you more information about the role.

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