Senior Manager Customer Experience

About PleoMessy 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’.every move we make has a direct impact on our 40,000+ customers, our business, and our collective success. With great ambitions driving us forward, we can’t say we’ve got this whole thing figured out. 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 roleWe're looking for a Senior Manager, Onboarding to join our Customer Experience team at Pleo!. 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 program that may involve multiple business units, entities, countries, technical integrations, senior stakeholders and change-management requirementsWho you’ll be working with and reporting to You'll report to our Director, Customer Success and work closely with leaders and team across customer success and support, sales and account management, product, and others. Set the strategy for onboarding our biggest, most complex customers, and lead the team that delivers it.Give them 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 trust with senior stakeholders, CFOs, finance leaders, transformation leads, IT leaders, and executive sponsors.Keep every onboarding conversation focused on business value, not just technical delivery. Lead executive conversations on progress, value, risk, and readiness, and hold your own in technical conversations with Product, Engineering, Solutions, and Security, without losing the bigger picture.Set clear governance for every programme: scope, milestones, owners, decisions, dependencies, and risks.Spot risk early, stalled decisions, low engagement, technical blockers, changed stakeholders, and lead recovery plans when a programme needs one, with clear actions, owners, and timelines.Work with Product and Engineering to unblock integrations, technical issues, and customer-specific implementation risks.Build a strong handover to Customer Success, so goals, relationships, risks, and open items carry over cleanly.Build enablement programmes that help admins, finance teams, managers, and employees actually use Pleo well.Help customers manage the change: preparing users, building champions, and making new ways of working stick.Use data to keep improving: Keep raising the bar for how Pleo supports its most complex customers, from the first conversation to real value realised.What you bringYou’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 function4+ years leading people, ideally in enterprise onboarding, implementation, solutions, or customer success teamsA track record of delivering onboarding or implementation programmes at enterprise tech companiesExperience with large, complex customers, multiple stakeholders, regions, entities, workflows or technical dependenciesA 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 configurationExperience building enablement programmes for different audiencesStrong 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.A data-driven, disciplined approach: you use metrics, forecasts, and customer signals to guide decisions.You want onboarding to prove value to the customer, not just tick off a technical implementationYou like leading a team through complexity, juggling multiple stakeholders, competing priorities, and the occasional at-risk programme doesn't rattle you, it's where you do your best work.You'd rather be in the room with a CFO than behind a project plan, you enjoy building trust with senior stakeholders and leading high-stakes conversations, not just coordinating tasks.This role is not a good fit for you if:You prefer a narrower, more predictable scope, this role spans strategy, people leadership, executive relationships, and hands-on risk management, all at once.You'd rather stick to the technical side of implementation, this role needs you to hold the business case as tightly as the technical detail, and move fluidly between the two.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.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. Lunch is on us for your work days - enjoy catered meals or receive a lunch allowance based on your local officeComprehensive private healthcare - depending on your location, coverage options include Vitality, Alan or MédisWe offer 25 days of holiday + your public holidaysFor our Team, we offer both hybrid and fully remote working optionsWe use MyndUp to give our employees access to free mental health and well-being support with great success so farPaid 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 processWe want to ensure you are set-up for success and understand what will be expected of you. A 30-minute chat with our Talent Partner to discuss the role and your background.Hiring Manager Interview: 45 mins interview to go deeper on your experience and how your profile can fit to the rolePleo Challenge and Panel Interview: We will send you a take home test and invite you to present it during a 60 mins team interview. 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!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.Diversity drives us. Your data is safe. 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