Senior Manager, Customer Success

Pleo
London
Workplace: HybridFull timeFunction: Customer Success & Account ManagementExperience: 5+ yearsSkills: ["Coaching","People leadership","Communication","Stakeholder management","Accountability"]

Lead the UKI Customer Success team for Pleo’s Large and High Growth segment, driving customer success motions that improve product adoption, value realisation, retention, and expansion. Manage and coach 10 Customer Success Managers, own core team metrics, and implement segment-specific success plans and renewal readiness playbooks. Serve as the escalation point for strategic UKI accounts and use CRM/CS tooling data to forecast risk and improve renewal execution and commercial handoffs.

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Pleo
Pleo
2 days ago

Senior Manager, Customer Success

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Last checked: 19 hours agoStatus: Live

Job Summary

Lead the UKI Customer Success team for Pleo’s Large and High Growth segment, driving customer success motions that improve product adoption, value realisation, retention, and expansion. Manage and coach 10 Customer Success Managers, own core team metrics, and implement segment-specific success plans and renewal readiness playbooks. Serve as the escalation point for strategic UKI accounts and use CRM/CS tooling data to forecast risk and improve renewal execution and commercial handoffs.
Location: London
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Sr. Manager level

Key Responsibilities

  • •Directly manage, coach, and scale a team of 10 Customer Success Managers, providing daily operational guidance to ensure high-quality performance.
  • •Own the team’s core metrics and operationalise customer success motions across portfolios to drive adoption, value realisation, retention, and expansion.
  • •Implement and iterate on segment-specific success plans, engagement motions, renewal readiness playbooks, and risk-mitigation strategies.
  • •Partner with Sales and Account Management to align customer transitions and coordinate execution during renewals and expansion plays.
  • •Act as the senior escalation point for UKI strategic accounts and use operational insights, dashboards, and forecasting metrics to proactively address churn risk.

Key Requirements

  • •5+ years of experience in Customer Success with 2+ years directly managing high-performing teams in B2B SaaS, fintech, or fast-paced technology environments.
  • •Proven experience supporting large, mid-market, or enterprise accounts with complex stakeholders and sophisticated commercial needs.
  • •Strong commercial acumen connecting customer health to retention, expansion, and long-term value.
  • •Deep familiarity with Customer Success methodologies, customer lifecycles, health scoring, and risk mitigation tools.
  • •People leadership skills to hire, inspire, hold accountable, and develop talent, with a data-driven approach using CRM/CS tooling (e.g., Hubspot, Vitally).
Experience:5+ yearsB2B SaaSFintech
Skills:CoachingPeople leadershipCommunicationStakeholder managementAccountability
Languages:English
Tech Stack:HubspotVitallyCRMData dashboards

Eligibility

Work Authorization:Authorization required. Sponsorship not provided.

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
WebsiteLinkedIn