Customer Success Manager - UK&I

About Pleo

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 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

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!

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

As a Customer Success Manager, your main markets will be UKI customers. You will:

Nurture, support and process expansion for any opportunity from the customer base

As a customer's trusted product advisor and business consultant advise them 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 such as product management, services & solutions, marketing, customer support, etc. to improve the entire customer experience

Receive, qualify and triage all inbound communication from all communication channels; 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

Do everything in your power to prevent customers from leaving Pleo through measuring health scores, and product/ feature adoption and acting proactively on those

Optimise the product-market-fit by building the bridge between the customer's feedback and our product team

You’ll thrive in this role if

You have prior experience in account management or sales or customer success roles

You have an open mindset that always looks for the positive. Your customers and colleagues find your energy contagious

You truly enjoy helping others move and improve. You love helping your customers scale and grow

You love goals and objectives. You don't always need to be given tasks – you create your own tasks while chasing your targets, and it motivates you to reach them

You love a fast-paced and dynamic environment, where you have different kinds of tasks - from customer calls to meetings with our product team

This is a high volume, high velocity role. Being able to think and do things at scale is a huge plus

You are a trustworthy person who always ensures that deadlines are reached, promises are kept, and you do what is expected of you

You are empathetic. You have a strong ability to feel how others are doing. You are also able to communicate in a very empathetic way and touch people's emotions

You are fluent in English

Why is this role a good fit for you

This role is a good fit for you if

You enjoy building long-term relationships with SMB and Mid Market customers and taking ownership of their success from adoption through expansion.

You thrive in a fast-paced, high-volume environment and feel energised by balancing customer conversations, internal collaboration, and proactive problem-solving.

You’re motivated by impact and outcomes — helping customers grow, spotting expansion opportunities, and turning feedback into meaningful product improvements excites you.

This role is not a good fit for you if

You’re not motivated by customer-facing work or influencing customer outcomes through proactive engagement and collaboration.

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.

How you’ll develop in this role

In your first 6 months at Pleo, you’ll

Lead customer adoption projects to drive impact in helping SMB and 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.

The location

Lisbon, Portugal

Show me the benefits!

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 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

The interview process

We want to ensure you are set-up for success and understand what will be expected of you. If your application is successful, our interview process is as follows:

Intro call: A 30-minute chat with our Talent Partner to discuss the role and your background.

A 30-45 minute call with the Hiring Manager

Our Pleo Challenge - an opportunity for you to showcase your ability in the form of a presentation and how you would approach the task at hand

Final Interview - Our Bar Raiser meeting - how would you raise the bar for us?

Transparency 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 CSM, we received many 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: