pleo - Director, Customer Success (Large & High Growth)

• As a Director, Customer Success, you will: • Lead the Customer Success strategy for large and high-growth customer, ensuring the team is focused on customer outcomes, value realisation, retention, expansion, and long-term relationship strength • Lead multiple teams of Customer Success Managers though frontline managers or team leads, creating clarity, accountability, strong coaching, and consistent performance • Build and scale the operating model for managing large and high-growth customers, including segmentation, engagement motions, success planning, account prioritisation, renewal readiness, and growth plays • Drive customer health, retention, and expansion performance by building proactive risk management, better visibility into account health, and stronger execution across the customer lifecycle • Partner closely with Sales and Account teams to ensure smooth transitions, aligned account strategy, and coordinated customer engagement across renewals and growth opportunities • Create stronger success motions for high-growth customers that balance scale with meaningful engagement and ensure customers are positioned to realise value quickly • Use data and operational insight to drive decisions across customer health, portfolio performance, team productivity, retention trends, and commercial outcomes • Partner cross-functionally with Product, Support, and Operations to address recurring friction, improve customer experience and advocate for the needs of strategic customers • Strengthen talent, leadership capability, and team development across the Customer Success organisation by raising the bard on coaching, execution discipline, and customer-centric leadership • Own business rhythms and reporting for the segment, including forecasts, risk reviews, performance reviews, executive updates, and action planning • Contribute to broader Customer Experience strategy as a senior leader, helping shape how Pleo scales service, success, and customer outcomes across the business • To put things into context, in this role, you can expect to work on priorities such as: • Improving retention and expansion performance across large and high-growth customer • Strengthening customer health visibility and proactive engagement • Building scalable success motions for strategic and growth-stage accounts • Improving executive engagement and relationship management • Reducing churn risk through earlier intervention and stronger account planning • Improving renewal readiness and commercial coordination with Sales • Strengthening customer success leadership capability across multiple teams • Improving cross-functional alignment between Customer Success, Support, Product, and Sales • Creating more consistency in how large customers are managed across lifecycle stages • Helping define what great Customer Success look like at scale for Pleo • +10 years of experience in Customer Success leadership with a proven track record of leading teams in SaaS, fintech, or technology environments • Strong experience leading multiple teams of Customer Success Managers, including direct management of people leaders and/or larger team structures • A strong background in technology vertical, with a clear understanding of how to support complex customers in fast-moving, product-led or service-enabled environments • Proven results in fast-paced, high-growth environments where scale, prioritisation, and cross-functional execution are critical • Proven success working with large customers including strategic accounts, complex stakeholders, executive relationships, renewals, and growth motions • A strong commercial mindset with the ability to connect customer outcomes to retention, expansion, and long-term account value • Deep understanding customer health, lifecycle management, success planning, and risk mitigation • Strong leadership and coaching capability with a track record of developing managers and building high-performing Customer Success team • Strong cross-functional leadership skills and the ability to align effectively with Sales, Product, Support, RevOps, and Operations • A data-driven approach with experience using metrics, forecasts, and portfolio insights to drive action and accountability • Strong executive presence and communication skills with the ability to influence internally and externally at senior levels • Comfort operating at both strategic and execution levels, moving from high-level direction into practical operating improvements when needed • Establish a stronger and more scalable Customer Success model for large and high-growth customers • Deliver measurable gains in retention customer health, renewal execution, and growth support • Build a stronger bench of Customer Success leadership and team capability across the organisation • Be recognised as a key leader in how Pleo supports, retains and grows its most important customers • Please note: We can hire on a remote, hybrid or in-person 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. We are unable to offer visa sponsorship for this role in any of the listed locations.