pleo - Customer Success Manager - UK&I

Lisbon4w ago

In Office Junior EMEA Fintech Customer Success Manager Account Manager Product Marketing Customer Onboarding CSM Intercom Upselling

Requirements

• 2. A 30-45 minute call with the Hiring Manager • 3. 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 • 4. Final Interview - Our Bar Raiser meeting - how would you raise the bar for us? • 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: • Application care: every single application we receive is reviewed by a human (yes, hundreds of them) because we believe that candidates' efforts should be matched by an equal level of human care. This means that we expect a similar level of attention put into your application. Read and answer the application questions carefully, they make a huge difference in our decision-making process. • Profile to role fit: highlight most important aspects of the role, points that might get misunderstood, any specific industry requirements etc.

Responsibilities

• 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 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 • 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. • Lisbon, Portugal

Benefits

• 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. • 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 • 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: