Senior Enterprise Customer Success Manager

Навыки

• Asana / Monday
• Внимание к деталям
• B2B-продажи
• CJM / JTBD
• Коммуникация
• CRM-системы
• Customer Success

О компании и продукте

• 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.
• We’re looking for a Senior Enterprise Customer Success Manager to join our Customer Experience team at Pleo. In this role, you’ll own a portfolio of large, complex, and strategically important enterprise customers, helping them achieve measurable business outcomes, expand adoption, manage change, and build long-term value with Pleo.

Задачи

• As a Senior Enterprise Customer Success Manager, you will
• Own a portfolio of enterprise customers with accountability for customer health, value realisation, adoption, retention, renewal readiness, advocacy, and growth
• Build trusted relationships with senior and executive stakeholders, positioning yourself as a credible advisor who understands their business priorities and operating environment
• Develop detailed customer success plans that connect the customer’s strategic goals to measurable outcomes, adoption milestones, responsibilities, and timelines
• Lead executive business reviews and strategic customer meetings that demonstrate value, address risks, align stakeholders, and create clear next steps
• Drive product adoption across complex customer organisations, helping customers expand usage across teams, entities, locations, use cases, and workflows
• Create and maintain detailed stakeholder maps, identifying decision-makers, champions, influencers, operational contacts, blockers, and executive sponsors
• Identify churn risk early using product usage, engagement, stakeholder, support, financial, organisational, and external business signals
• Build and execute churn-prevention plans with clear actions, owners, timelines, customer commitments, and executive escalation paths
• Maintain detailed and accurate forecasts across renewals, risk, customer health, expected outcomes, growth opportunities, and major account milestones
• Lead renewal-readiness activities by ensuring customer value is documented, risks are addressed, stakeholders are aligned, and commercial partners have accurate account intelligence
• Identify and support expansion opportunities by connecting additional Pleo capabilities, products, or use cases to the customer’s evolving business needs
• Coordinate complex customer escalations across Support, Product, Engineering, Finance, and other teams while maintaining clear and confident customer communication
• Act as the customer’s internal advocate, ensuring customer needs, feedback, risks, and opportunities are visible to the right stakeholders at Pleo
• Navigate customer change effectively, including leadership transitions, reorganisations, acquisitions, market expansion, platform changes, and evolving business priorities
• Track customer commitments and outcomes with strong operational discipline, ensuring actions are documented, owned, and completed
• Contribute to the evolution of Pleo’s enterprise Customer Success model by sharing best practices, customer insights, playbooks, and recommendations
• Support peer development and knowledge sharing across the Customer Success team without holding direct people-management responsibility
• TO PUT THINGS INTO CONTEXT
• In this role, you can expect to work on priorities such as
• strengthening relationships with Pleo’s largest and most strategic customers
• improving enterprise customer retention and renewal predictability
• increasing adoption across complex customer organisations
• creating stronger executive engagement and governance
• identifying churn risk before it becomes a renewal issue

Требования

• You’ll thrive in this role if you have
• At least three years of direct enterprise Customer Success or strategic account-management experience, managing large, complex, and high-value B2B customers
• Five or more years of overall experience in Customer Success, account management, consulting, implementation, or a related customer-facing role
• Experience working in SaaS, fintech, enterprise technology, or another complex B2B technology environment
• A proven record of retaining and growing enterprise customers, including managing renewals, adoption, risk, and value realisation
• Strong executive relationship-management skills, with the confidence and credibility to engage senior decision-makers and business leaders
• Experience managing complex stakeholder environments involving multiple teams, business units, regions, entities, or decision-makers
• Strong churn-prediction and prevention skills, including the ability to interpret customer signals, identify root causes, and build effective recovery plans
• Detailed forecasting experience across renewals, customer risk, account health, adoption, and expansion opportunities
• Strong commercial judgment, with an understanding of how customer outcomes connect to retention, revenue, expansion, and long-term account value
• Excellent verbal and written communication skills, including the ability to lead difficult conversations, present to executives, and simplify complex issues
• Experience building strategic success plans, account plans, stakeholder maps, and executive business reviews
• Strong analytical skills, with the ability to interpret customer data, product usage, service trends, and business information
• Strong cross-functional leadership skills, with the ability to align internal stakeholders without relying on direct authority
• A structured and proactive approach to account management, with excellent follow-through and attention to detail
• Comfort working in a fast-paced growth environment where customer expectations, internal priorities, and business needs can evolve quickly
• The ability to balance strategic relationship management with detailed operational execution

Будет плюсом

• Experience in fintech, payments, spend management, financial operations, or expense-management technology
• Experience working with finance leaders, procurement teams, controllers, CFO organisations, or transformation leaders
• Experience managing multi-country or multinational enterprise customers
• Familiarity with ERP, accounting, procurement, or financial-system integrations
• Experience supporting customers through significant organisational or technology transformation
• Exposure to AI-enabled Customer Success, predictive health models, automated risk detection, or digital engagement
• Experience partnering with Product teams on strategic customer feedback and roadmap discussions
• Experience managing accounts with complex security, compliance, governance, or implementation requirements
• WHY IS THIS ROLE A GOOD FIT FOR YOU?
• This role is a good fit for you if
• You enjoy building strategic relationships with complex enterprise customers
• You are comfortable engaging senior leaders and navigating high-stakes customer situations
• You know how to connect product adoption to measurable customer outcomes
• You are proactive about identifying and addressing churn risk
• You combine strong relationship skills with rigorous account-management discipline
• You are confident leading executive reviews, renewal discussions, and difficult customer conversations
• You enjoy coordinating internal teams around complex customer needs
• You want direct responsibility for protecting and growing some of Pleo’s most important customer relationships
• THIS ROLE IS NOT A GOOD FIT FOR YOU IF
• You have not directly managed enterprise or strategic customer relationships
• You prefer transactional or high-volume customer portfolios
• You are uncomfortable owning customer risk, retention, and renewal readiness
• You prefer reacting to customer requests rather than building proactive engagement strategies
• You are uncomfortable engaging executive stakeholders or leading difficult conversations
• You do not enjoy detailed forecasting, CRM management, and account planning

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