Senior Manager, Onboarding (high-touch customers)

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. 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, Onboarding to join our Customer Experience team at Pleo. In this role, you'll lead the strategy, operating model, and team responsible for onboarding Pleo's largest, most complex, and strategically important customers. You'll ensure enterprise customers move from contract signature to successful implementation, adoption, and measurable value through a structured, relationship-driven onboarding experience. You'll lead a team responsible for complex customer programmes that may involve multiple business units, entities, countries, technical integrations, senior stakeholders, and change-management requirements.

Who you’ll be working with and reporting to

You will report to our Director, Customer Success and work closely with leaders and teams across customer success and support, sales and account management, product, and others. You'll lead a team of 4 enterprise onboarding managers responsible for delivering high-touch onboarding programmes to Pleo's largest customers.

What you’ll be doing

• Lead the team and the strategy: Set the strategy for onboarding our biggest, most complex customers, and lead the team that delivers it.
• Manage and grow a team: Give clear goals around customer outcomes, quality, and time-to-value.
• Run the end-to-end onboarding model: From discovery and implementation planning through configuration, integrations, enablement, go-live, and handover to Customer Success.
• Build relationships that matter: Build trust with senior stakeholders, CFOs, finance leaders, transformation leads, IT leaders, and executive sponsors.
• Keep every onboarding conversation focused on business value: Connect what Pleo does to what the customer is actually trying to achieve.
• Lead executive conversations: On progress, value, risk, and readiness, and hold your own in technical conversations with Product, Engineering, Solutions, and Security.
• Keep programmes on track: Set clear governance for every programme: scope, milestones, owners, decisions, dependencies, and risks.
• Strengthen the handoffs: Work with Sales before and during handover to confirm requirements, complexity, timelines, and what we've committed to.
• Drive adoption, not just go-live: Build enablement programmes that help admins, finance teams, managers, and employees actually use Pleo well.
• Use data to keep improving: Track onboarding health, timelines, capacity, and go-live confidence, and forecast what's coming.

What you bring

You’ll thrive in this role if you have:

• 8+ years of experience in customer onboarding, enterprise implementation, customer success, customer enablement or a related customer-facing function.
• 4+ years leading people, ideally in enterprise onboarding, implementation, solutions, or customer success teams.
• A track record of delivering onboarding or implementation programmes at enterprise tech companies.
• Experience with large, complex customers, multiple stakeholders, regions, entities, workflows or technical dependencies.
• A relationship-first leadership style, and the ability to earn trust with senior customer stakeholders quickly.
• Real executive presence: you're comfortable presenting to CFOs, finance leaders, technology leaders, and executive sponsors.
• Experience leading technical conversations with Product team covering integrations, security, data or configuration.
• Experience building enablement programmes for different audiences.
• Strong people-management and coaching skills, with a record of building high-performing, customer-facing teams.
• Commercial awareness: you understand how onboarding quality affects adoption, retention, customer confidence, revenue, and account growth over time.
• Strong cross-functional leadership, you can influence teams and leaders even without direct authority over them.
• A data-driven, disciplined approach: you use metrics, forecasts, and customer signals to guide decisions.

Why is this role a good fit for you

This role is a good fit for you if:

• You think in outcomes, not tickets.
• You like leading a team through complexity, juggling multiple stakeholders, competing priorities, and the occasional at-risk programme.
• You'd rather be in the room with a CFO than behind a project plan.

This role is not a good fit for you if:

• You prefer a narrower, more predictable scope.
• You'd rather stick to the technical side of implementation.
• You're looking for a purely individual-contributor role.

How you’ll develop in this role

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

• Build a mature and repeatable enterprise onboarding and enablement operating model.
• Deliver measurable improvements in time-to-value, go-live success, adoption, and customer satisfaction.
• Establish stronger relationships and governance across Pleo’s largest customer implementations.
• Reduce implementation delays caused by unclear ownership, technical dependencies, or stakeholder misalignment.
• Improve how customer value is defined, positioned, measured, and transferred into ongoing Customer Success plans.

The 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.

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.

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.
• Hiring Manager Interview: 45 mins interview to go deeper on your experience.
• Pleo Challenge and Panel Interview: We will send you a take home test and invite you to present it during a 60 mins team interview.
• Final Interview: A final interview with a Senior Leader.

Transparency is important to us so we also wanted to share some insights about what we’re looking for in applications.

English first. Since it's our company language, please submit your application in English.

A fair look for everyone. Our talent team reads every single application to ensure the process is fair.

Diversity drives us. We encourage people from all backgrounds and experiences to join us.

Interview at your best. We want you to feel comfortable throughout the process.

Your data is safe. When you apply, we process your personal data as a data processor.

Applying for multiple roles? Nothing is stopping you, and we assess every role independently.

Reapplying. If you’re applying for the same role again, please wait six months from your last decision before hitting submit.