Pleo

1 week ago

Manager, Digital Scaled Onboarding

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 3 hours agoStatus: Live

Job Summary

Lead a Lisbon-based team of digital-first onboarding managers to help high volumes of SaaS customers implement, adopt, and reach value. Own a scalable 70% digital / 30% hands-on onboarding model, evolving strategies, segmentation, journeys, and escalation criteria. Improve time-to-value and onboarding quality using automation, AI, and customer signals, while coaching the team and partnering cross-functionally across Sales, Customer Success, Product, Support, Data, and Content.

Location: Lisbon

Workplace: Hybrid

Employment Type: Full time

Job Function: Customer Success & Account Management

Seniority: Manager level

Key Responsibilities

•Lead a team of digital-first onboarding managers managing high-volume customer onboarding through blended digital and human engagement.
•Own and evolve the 70% digital / 30% hands-on onboarding model, defining when human engagement is needed based on complexity and risk.
•Define and evolve the scaled onboarding strategy (segmentation, engagement paths, digital journeys, intervention points, and escalation criteria) to improve time-to-value.
•Drive AI and automation in onboarding, monitor onboarding health and customer signals, and develop customer recovery and re-engagement plays.
•Coach and develop onboarding managers and partner cross-functionally to improve handoffs, onboarding quality, and reduce onboarding friction.

Pay and Benefits

Perks:Health InsuranceRemote WorkPaid LeaveParental Leave

Key Requirements

•5+ years of experience in customer onboarding, customer success, implementation, customer experience, or a related customer-facing function.
•2+ years of people-management experience, ideally leading onboarding, implementation, customer success, or digitally enabled customer teams.
•Experience building or managing scaled onboarding models combining digital engagement with targeted human support.
•Strong SaaS or technology experience with subscription customer journeys, product adoption, retention, and customer value.
•Strong understanding of time-to-value, activation, adoption, and onboarding completion metrics.

Experience:5+ yearsSaaSTechnologyCustomer onboardingCustomer successImplementationCustomer experience

Skills:LeadershipCoachingCommunicationCross-functional alignmentProcess improvementAnalytical thinking

Languages:English

Tech Stack:CRMCustomer success platformsOnboarding toolsLearning platformsSupport systemsProduct analyticsWorkflow automationAI solutionsBusiness intelligence toolsSalesforceGainsightZendeskLookerTableauPower BIJiraAsanaSlackWebinarsLearning management systems

Company Brief

Pleo

Provides spend management software that helps businesses issue company cards, control expenses, automate reimbursements, and track team spending in one platform. Aims to simplify financial workflows for modern companies.

Industry: Fintech Infrastructure

Company Size: Large (251 to 1,000 employees)

Growth: Scaleup

Headquarters: Copenhagen, Denmark

Founded: 2015

Website LinkedIn

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Pleo

1 week ago

Manager, Digital Scaled Onboarding

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 3 hours agoStatus: Live

Job Summary

Location: Lisbon

Workplace: Hybrid

Employment Type: Full time

Job Function: Customer Success & Account Management

Seniority: Manager level

Key Responsibilities

•Lead a team of digital-first onboarding managers managing high-volume customer onboarding through blended digital and human engagement.
•Own and evolve the 70% digital / 30% hands-on onboarding model, defining when human engagement is needed based on complexity and risk.
•Define and evolve the scaled onboarding strategy (segmentation, engagement paths, digital journeys, intervention points, and escalation criteria) to improve time-to-value.
•Drive AI and automation in onboarding, monitor onboarding health and customer signals, and develop customer recovery and re-engagement plays.
•Coach and develop onboarding managers and partner cross-functionally to improve handoffs, onboarding quality, and reduce onboarding friction.

Pay and Benefits

Perks:Health InsuranceRemote WorkPaid LeaveParental Leave

Key Requirements

•5+ years of experience in customer onboarding, customer success, implementation, customer experience, or a related customer-facing function.
•2+ years of people-management experience, ideally leading onboarding, implementation, customer success, or digitally enabled customer teams.
•Experience building or managing scaled onboarding models combining digital engagement with targeted human support.
•Strong SaaS or technology experience with subscription customer journeys, product adoption, retention, and customer value.
•Strong understanding of time-to-value, activation, adoption, and onboarding completion metrics.

Experience:5+ yearsSaaSTechnologyCustomer onboardingCustomer successImplementationCustomer experience

Skills:LeadershipCoachingCommunicationCross-functional alignmentProcess improvementAnalytical thinking

Languages:English

Company Brief

Pleo

Industry: Fintech Infrastructure

Company Size: Large (251 to 1,000 employees)

Growth: Scaleup

Headquarters: Copenhagen, Denmark

Founded: 2015

Website LinkedIn