Senior Customer Success Manager

About Pleo 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. About the role We're looking for a Senior Customer Success Manager to join our Customer Experience team at Pleo. In this role, you'll help our high-touch, Mid Market customers achieve success and maximise the value of Pleo’s solutions and be part of a dynamic and collaborative team as we scale our innovative expense management platform across the UK & Ireland If you're excited about solving customer challenges, and driving growth through exceptional service and are passionate about Customer Success in the SaaS industry, then this is the opportunity for you!   Who you’ll be working with and reporting to You’ll report to our Director of CX and work closely with teams in CX, Onboarding, AM, Sales and Product. Our team of 30 is highly collaborative and dedicated to Customer Experience.   What you’ll be doing As a Senior Customer Success Manager, your main markets will be UKI customers. You will: • Nurture, support and process expansion for any opportunity from the customer base • As a customer's trusted product advisor and business consultant advise them on how to create their ideal processes with the tool to optimise their value-add • Own the adoption journey of your customer portfolio (after the onboarding phase) • Collaborate across teams with different internal stakeholders such as product management, services & solutions, marketing, customer support, etc. to improve the entire customer experience • Receive, qualify and triage all inbound communication from all communication channels; email, Intercom (web chat), and/or other performance marketing channels • Cultivate key customers to become advocates of Pleo and the Fintech community • Manage day-to-day operations and long-term business relationships with our customers • Do everything in your power to prevent customers from leaving Pleo through measuring health scores, and product/feature adoption and acting proactively on those • Optimise the product-market-fit by building the bridge between the customer's feedback and our product team   What you bring You’ll thrive in this role if: • You have 7+ years of prior experience in account management or sales or customer success roles • You have an open mindset that always looks for the positive. Your customers and colleagues find your energy contagious • 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 love a fast-paced and dynamic environment, where you have different