Senior Manager, Customer Success
Role Summary
Join Pleo as a Senior Manager of Customer Success in London, leading a high-performing team to enhance customer satisfaction.
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 Manager of Customer Success to lead our UKI team within the Large and High Growth segment. Joining our Customer Experience department, you will be responsible for executing our regional CS strategy, driving team performance, and ensuring an exceptional experience for our most strategic UKI customers.
In this role, you will directly manage, coach, and scale a high-performing team of Customer Success Managers (CSMs). Your mission is to operationalise our customer success motions, ensuring your team successfully drives product adoption, value realisation, retention, and expansion across their portfolios.
This role is ideal for an experienced B2B SaaS or Fintech people leader who thrives in fast-paced environments. You should bring a strong execution discipline, a commercial mindset, and a passion for frontline coaching to help your team turn complex customer challenges into simple, impactful solutions.
This role is a good fit for you if:
This role is not a good fit for you if:
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- You love combining frontline coaching with commercial strategy
- You thrive in high-velocity, evolving environment
- You want to make a highly visible, regional impact
- You prefer a steady, predictable corporate routine
- You want to step away from the frontline
- You view Customer Success as purely “customer happiness"
- 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.
Minimum Requirements
You’ll thrive in this role if you have:
- 5+ years of experience in Customer Success, with a proven track record of 2+ years directly managing high-performing teams in B2B SaaS, fintech, or fast-paced technology environments.
- Strong experience supporting large, mid-market, or enterprise-level accounts with complex stakeholders and sophisticated commercial needs.
- A strong commercial acumen - you seamlessly connect day-to-day customer health to retention, expansion, and long-term business value.
- Deep familiarity with Customer Success methodologies, customer lifecycles, health scoring, and risk mitigation tools.
- Excellent people leadership skills with a proven ability to hire, inspire, hold accountable, and develop talent.
- A data-driven approach, comfortable utilising CRM and CS tooling (e.g.Hubspot, Vitally) to drive team performance and forecasting.
- Fluency in English with exceptional communication and stakeholder management skills. Other languages are a plus
- Direct experience in fintech, spend management, payments, or financial operations verticals.
- Experience scaling team structures from smaller cohorts to larger regional pods.
Working Conditions
Please note: We can hire on a hybrid 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.
Eligibility Criteria
The eligibility for this position is not clearly defined in the job description.
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