Manager, Customer Success: DACH

Location

Amsterdam, Berlin, Copenhagen HQ, Lisbon, London, Madrid, Remote

Team

Customer Experience

Apply nowCash is old school. Out of pocket expenses suck. Workplaces need to be more trusting, progressive and – that's right, we're gonna say it – fun. And that's what we're here to do. But we need your help.

We, at Pleo, are looking for a hands-on Manager of Customer Success to join our amazing Central Europe regional team.

Welcome to the Manager of Customer Success role, we are looking for the right talent with solid experience!

As a Manager of Customer Success for the Central Europe region you will manage a team of CSMs that manage day to day operations and long term business relationships with our Mid Market customers. We are looking for a customer- centric and experienced leader that will have an impact on our growth by leading, coaching and developing our CSMs. This position reports directly into our Director of Mid-market Customer Success.

You will need to have the ability to develop excellent working relationships with other teams internally. Specifically, strong partnerships with our Sales, Marketing and Product teams will be key to this role. You’ll be a constant advocate for our customers, looking out for them every step of the way.

About the team
Customer Success Managers are responsible for healthy adoption of our products and services and positions Pleo to meet the current and future business requirements of our customers. CSMs play a critical role in managing customer escalations and proactively communicating upcoming product changes and enhancements. You will be managing a team of 5 people.

To excel in this role, you should possess the skills and confidence needed to organise your team effectively, ensuring the delivery of an exceptional customer experience. You’ll be responsible for continually seeking ways to provide customers with the information they need at the right time. Both you and your team should adopt a data-driven approach, with an emphasis on experimentation, measurement and iteration in our one-to- many communication strategies, such as video guides, email campaigns and webinars.

On top of that, we are looking for someone with the ability to combine passion and experience for leading and coaching people, with strong guidance in all Customer Success related activities with a customer obsessed mindset. We could ramble on and on, but that’s really it! If you’re an experienced people leader and bring an unparalleled level of passionate and experience to Customer Success, then we might be on to something big here 🚀

Responsibilities:

• Hire, coach and develop the most amazing CSM team this world has ever seen! 💥
• Partner with other CSM and leaders across Pleo to further refine structure, systems, and resources to successfully support our Mid-market and Enterprise customers.
• Own your team's metrics (net retention,, product adoption, customer advocacy , you know as you’ve done this before) and drive the plan to and exceed our expectations 🏆
• Work closely with internal teams (Support, Marketing, Sales, Product) to align priorities, collaborate on customer needs and opportunities, and deliver early and increasing value over time.
• Advocate for the best customer experience 🤩 Be the guiding-light for your team and to other Pleoers when it comes to serve as the customer's advocate.

What we need from you:

• This is not an entry level position. We need someone with strong background in Customer Success and a proven track record leading a team
• Proven experience in building and managing a high performing team in B2B SaaS companies
• Excellent people leader, able to hire, inspire, hold accountable and develop an elite team
• Passionate about providing an exceptional customer experience with a list of examples for how you stand out from the crowd
• You are a strong team player, self - starter who thrives in a fast-paced, and high growth start up experience
• Outstanding organisational and project management skills, and the ability to manage multiple tasks and requests
• Experience with CS and CRM tools (Hubspot, Salesforce, CS tools, Data Visualization, etc.)
• Software experience is a must, SaaS experience is ideal

Why join us?

Working at Pleo means you're working on something very exciting: the future of work. Our mission is to help every company go beyond the books. Pleo itself means ‘more than you’d expect’, and it’s been the secret to our success over the last 8 years. So it’s only fitting that we’d pass this philosophy onto our customers to help them make the most of their finances.

We think company spending should be delegated to all employees and teams, that it should be as automated as possible, and that it should drive a culture of responsible spending. Finance teams shouldn’t be siloed from the rest of the organisation – they should work in unity with marketing, sales, IT and everyone else.

Speaking of working in unity, our values tell the story of how we work at Pleo. We have four core values, the first of which is ‘champion the customer’, which means we address real pain points that businesses face. Next up is ‘succeed as a team’, which highlights how our strength lies in our diversity and trust in each other. We also ‘make it happen’ by taking bold decisions and following through to deliver results. Last but not least, we ‘build to scale’, creating lasting solutions that address today’s challenges and anticipate tomorrow’s needs.

So, in a nutshell, that's Pleo. Today we are a 850+ team, from over 100 nations, sitting in our Copenhagen HQ, London, Stockholm, Berlin, Madrid, Montreal and Lisbon offices —and quite a few full-time remotes in 35 other countries! Being HQ'd out of Copenhagen means we're inspired by things like a good work-life balance. If you don't work in the office with us, we'll help you set up the best remote setup possible and make sure you still have time to connect with your team.

About your application

• Please submit your application in English; it’s our company language so you’ll be speaking lots of it if you join 💕
• We treat all candidates equally: If you are interested please apply through our application system - any correspondence should come from there! Our lovely support isn't able to pass on any calls/ emails our way - and this makes sure that the candidate experience is smooth and fair to everyone 😊
• We’re on a mission to make everyone feel valued at work. That’s only achievable if our team reflects the diversity of the world around us - and that starts with you, hitting apply, even if you are worried you might not tick all the boxes! We embrace and encourage people from all backgrounds to apply - regardless of race/ethnicity, colour, religion, nationality, gender, sex, sexual orientation, age, marital status, disability, neurodiversity, socio-economic status, culture or beliefs.
• When you submit an application we process your personal data as a data processor. Find out more about how your data is used in the FAQs section at the bottom of our jobs page.

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