Remote Senior Customer Success Manager

About Pleo Messy spend management is tricky business. And tedious processes are a lose-lose situation for all involved, not just finance. 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’.
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
If you're excited about solving customer challenges, and driving growth through exceptional service and are passionate about Customer Success in the SaaS industry, then this is the opportunity for you!
Our team of 30 is highly collaborative and dedicated to Customer Experience.
As a Senior Customer Success Manager, your main markets will be UKI customers. Nurture, support and process expansion for any opportunity from the customer base
Collaborate across teams with different internal stakeholders such as product management, services & solutions, marketing, customer support, etc. to improve the entire customer experience
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
Optimise the product-market-fit by building the bridge between the customer's feedback and our product team
You have 7+ years of prior experience in account management or sales or customer success roles
You truly enjoy helping others move and improve. You love helping your customers scale and grow
You are fluent in English
You enjoy building long-term relationships with high-touch, Mid Market customers and taking ownership of their success from adoption through expansion.
You’re motivated by impact and outcomes — helping customers grow, spotting expansion opportunities, and turning feedback into meaningful product improvements excites you.
You’re uncomfortable with project management or coordinating multiple initiatives at the same time.
You’re not motivated by upselling, cross-selling, or optimising the long-term value of your customers’ accounts.
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, taking on new challenges as the company continues to scale.
We’re committed to helping you develop your career, whether that means taking on bigger projects, stepping into leadership, or acquiring new skills in customer success.
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 with great success so far
Paid 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 work

A 30-minute chat with our Talent Partner to discuss the role and your background.
# A 30-45 minute call with the Hiring Manager
# Last time we hired a CSM, we received many applications but only a few were selected for an intro call. CV writing and content: we receive a lot of CVs, and many of them are AI-generated. A top tip from us is to use the “Achieved X, as measured by Y, by doing Z” formula (credit: A final note: including links to your previous companies' websites is a huge help and allows us to truly understand your background!
English first. Since it's our company language, please submit your application in English. Our talent team reads every single application to ensure the process is fair. To keep things running smoothly, we only accept applications through our system—our support team can’t pass on calls or emails.
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