Senior Enterprise Customer Success Manager
Role Summary
Join Pleo as a Senior Enterprise Customer Success Manager in London, responsible for enhancing client relationships and driving business outcomes.
About the Organisation
Messy spend management is tricky business. And tedious processes are a lose-lose situation for all involved, not just finance. At Pleo, we're changing that. We build spend solutions that make managing money seamless, empowering, and surprisingly effective for finance teams and employees alike - with a vision to help all businesses ‘go beyond’.
The word ‘Pleo’ actually means ‘more than you’d expect’, and living by that mantra has been the secret to our success over the last 10 years.
Now, we’re at a pivotal moment in our journey; every move we make has a direct impact on our 40,000+ customers, our business, and our collective success. We need people who take pride in uncovering customer needs, who turn complex problems into simple solutions, challenge the way things are done (respectfully), and always aim high. With great ambitions driving us forward, we can’t say we’ve got this whole thing figured out. And frankly, that’s half the fun! What we can say is that we’re a driven, progressive, and, importantly, a kind bunch of 850+ people from over 100 nationalities, all committed to delivering the future of business spending, together.
We’re looking for a Senior Enterprise Customer Success Manager to join our Customer Experience team at Pleo. In this role, you’ll 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’ll 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.
This is not a reactive account-management role. You’ll be expected to understand each customer’s business priorities, operating model, success criteria, and risk profile. You’ll turn that understanding into clear success plans, executive engagement strategies, adoption programs, renewal plans, and growth opportunities.
The right candidate will bring at least three years of direct experience managing enterprise customers, along with the communication skills, commercial judgment, and operational discipline required to manage high-value relationships in a fast-paced technology environment.
This role is a good fit for you if:
Compensation: £53.5K – £73.5K • Multiple Ranges
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- You enjoy building strategic relationships with complex enterprise customers.
- You are comfortable engaging senior leaders and navigating high-stakes customer situations.
- You know how to connect product adoption to measurable customer outcomes.
- You are proactive about identifying and addressing churn risk.
- You combine strong relationship skills with rigorous account-management discipline.
- You are confident leading executive reviews, renewal discussions, and difficult customer conversations.
- You enjoy coordinating internal teams around complex customer needs.
- You want direct responsibility for protecting and growing some of Pleo’s most important customer relationships.
- English first. Since it's our company language, please submit your application in English. You’ll be using it a lot if you join us.
- A fair look for everyone. Our talent team reads every single application to ensure the process is fair. To keep things running smoothly, we only accept applications through our system—our support team can’t pass on calls or emails.
- Diversity drives us. We can only reach our goals if our team reflects the world around us. That starts with you hitting apply, even if you don't tick every single box. We encourage people from all backgrounds and experiences to join us.
- Interview at your best. We want you to feel comfortable throughout the process. If you have any accessibility requirements or need a specific format, email ----- We’ll design a process that works for you.
- Your data is safe. When you apply, we process your personal data as a data processor. For more information on how Pleo processes personal data, read our Privacy Policy here.
- Applying for multiple roles? Nothing is stopping you, and we assess every role independently. However, we do look for alignment, so make sure you can explain why your interest and experience are right for each specific role.
- Reapplying. If you’re applying for the same role again, please wait six months from your last decision before hitting submit.
- United Kingdom • £60.5K – £73.5K
- Spain • £53.5K – £65.5K
Minimum Requirements
You’ll thrive in this role if you have:
- At least three years of direct enterprise Customer Success or strategic account-management experience, managing large, complex, and high-value B2B customers.
- Five or more years of overall experience in Customer Success, account management, consulting, implementation, or a related customer-facing role.
- Experience working in SaaS, fintech, enterprise technology, or another complex B2B technology environment.
- A proven record of retaining and growing enterprise customers, including managing renewals, adoption, risk, and value realisation.
- 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.
- Strong commercial judgment, with an understanding of how customer outcomes connect to retention, revenue, expansion, and long-term account value.
- Excellent verbal and written communication skills, including the ability to lead difficult conversations, present to executives, and simplify complex issues.
- Experience building strategic success plans, account plans, stakeholder maps, and executive business reviews.
- Strong analytical skills, with the ability to interpret customer data, product usage, service trends, and business information.
- Strong cross-functional leadership skills, with the ability to align internal stakeholders without relying on direct authority.
- A structured and proactive approach to account management, with excellent follow-through and attention to detail.
- Comfort working in a fast-paced growth environment where customer expectations, internal priorities, and business needs can evolve quickly.
- The ability to balance strategic relationship management with detailed operational execution.
- 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
- Experience managing multi-country or multinational enterprise customers
- Familiarity with ERP, accounting, procurement, or financial-system integrations
- Experience supporting customers through significant organisational or technology transformation
- Exposure to AI-enabled Customer Success, predictive health models, automated risk detection, or digital engagement
- Experience partnering with Product teams on strategic customer feedback and roadmap discussions
- Experience managing accounts with complex security, compliance, governance, or implementation requirements
Eligibility Criteria
Eligibility for this role is unclear; specific requirements regarding work authorization or sponsorship are not mentioned.
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