Description
We are seeking a Senior Enterprise Customer Success Manager to join our Customer Experience team at Pleo. As a Senior Enterprise Customer Success Manager, you will 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.
You will serve as a trusted advisor to senior customer stakeholders while coordinating the broader Pleo relationship across Customer Success, Product, Support, Sales, Finance, and other internal teams.
Key responsibilities:
- 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.
Requirements:
- At least three years of direct experience managing enterprise customers.
- 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.
Nice to have:
- 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.
- Familiarity with ERP, accounting, procurement, or financial-system integrations.