Customer Success Manager

Summary

Join Pleo's UKI SMB Customer Success Team as a hands-on customer experience professional. You will work closely with high-potential customers, driving feature adoption, increasing spend, and reducing churn. Proven experience in a consultative customer-facing role and knowledge of SaaS organizations are required. The role is based in London or Lisbon or can be remote. You will build strong relationships with internal stakeholders and contribute to the team's success. Pleo offers various benefits, including a Pleo card, catered lunches, private health insurance, paid time off, and professional development opportunities.

Requirements

• 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
• Fluency in English

Responsibilities

• 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
• 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
• 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
• 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

Preferred Qualifications

Ideally, you have basic finance/accounting knowledge and/or experience from working with tool integrations

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