SMB Customer Success Manager UKI

Let’s face it: out-of-pocket expenses suck. Manual expense spreadsheets are old-school. No one wants to wait until payday to be reimbursed for something they bought for work, and finance teams have better things to do than spend hours tapping away on Excel. At Pleo, we’re on a mission to change this. We’re here to make spend management surprisingly effective and empowering – for finance teams and employees.

And that's what we're here to do. But we need your help 🤝

We, at Pleo, are looking for a hands-on, customer experience professional to join our UKI SMB Customer Success Team to work closely with our growing and high potential customers, also known as 'Sleeping Giants'

Positivity, determination, a growth mindset, a strong sense for detail, and a strong sense of teamwork and sharing are critical to your success here. You are constantly putting the team first, you are going out of your way to help your customers, and you are leading from the front, showing the way forward in every interaction.

Proven experience and results in a consultative customer-facing role (customer success management, account management, management consulting, etc.) is required, as well as experience / knowledge of a software or SaaS organisation.
This role is based in our London or Lisbon office, or can be remote. 

What we need from you 

• You have a growth mindset that always looks for the positive, while your energy is contagious to your colleagues and customers around you.
• 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 are a trustworthy person who always ensures that deadlines are reached, promises are kept, and you do what is expected of you.
• You are the person who always wants to improve - everything. It can always be optimised, and done just a little bit better - every time.
• Self-improvement and self-awareness are critical to being open-minded to change and constructive feedback.
• 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.
• Ideally, you have basic finance/accounting knowledge and/or experience from working with tool integrations.
• Fluency in English 🇬🇧 (which is also our company language)

Your responsibilities will be 

• It is an Adoption/Nurture phase role only. As a default, this role does not involve pre-sales, onboarding or implementation, as we have skilful colleagues doing that.
• Driving feature adoption, increasing spend, reducing churn for our ‘sleeping giants’ customers (small-medium customers with high potential)
• Build a moat around your highest financial revenue driving customers. Make sure no one leaves. UKI is by far our biggest market. Competition is fierce, so we have to retain what we onboard. It starts with retention and building a good relationship with your main stakeholders at the companies, and then we grow our collaboration with our clients from there.
• Acting like a leader. Not by title but by behaviour. Always leading from the front.
• Build and improve internal stakeholder relationships, especially with Sales, Product, Engineering and Marketing - think “One team, One dream”, and we will succeed as a team

Your Journey with UsFirst 3 Months:

• Complete Pleo onboarding and an in-depth customer success team induction to understand our processes, tools, and values.
• Begin managing your own portfolio of customer relationships, supported by existing Customer Success Managers (CSMs). You’ll join their calls and have them join yours for guidance.
• Use our CRM insights to follow up on tasks and customer triggers, ensuring meaningful conversations backed by data.
• Start tracking and reporting on key success metrics to measure your progress, identify areas for improvement, and develop your skills further.

Within the First 6 Months, You’ll:

• Hone your ability to identify and share actionable insights from customer meetings and feedback.
• Collaborate with the Product team to ensure customer needs are central to product development and strategy.
• Partner closely with Sales to identify and capitalize on growth opportunities.
• Proactively follow up on expansion opportunities for customers, such as introducing them to new features or plans.
• Contribute to the team’s Customer Success OKRs, focusing on process improvements and measurable impact.

After 12 Months, You’ll Have:

• Significantly contributed to Net Revenue Retention (NRR) through effective relationship-building and collaboration.
• Become confident in managing sales lead targets and customer call targets.
• Established yourself as a trusted resource within the team, helping colleagues and becoming the go-to person for information.
• Built strong relationships with other teams, including Product, Sales, CX, and Onboarding, ensuring seamless cross-functional collaboration.

Show me the benefits! 

• Your own Pleo card (no more out-of-pocket spending!)
• Lunch is on us - with catering in our London offices 🍜
• Private health insurance to ensure you’re fit in body and mind to do your best work
• We offer 25 days of holiday + your public holidays
• Option to purchase 5 additional days of holiday through a salary sacrifice
• We’re trialling MyndUp to give our employees access to free mental health and wellbeing support with great success so far  ❤️‍🩹
• Access to LinkedIn Learning - acquire new skills, stay abreast of industry trends and fuel your personal and professional development continuously 
• 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 👶