Director, Customer Success

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 Director, Customer Success, to lead our mid-market and upmarket segments at Pleo. This is a transformation role

In this role, you'll lead multiple teams of Customer Success Managers, develop frontline leaders, and work hands-in-hand with Sales, Product, Support, and RevOps to drive retention, expansion, and long-term customer value.

This role is ideal for someone who has scaled a CX org through a similar SMB to enterprise transition, and who is genuinely energised by the challenge of building, not just running.

Who you’ll be working with and reporting to

You'll report to our VP of Customer Experience and work closely with leaders across Sales, Support, Onboarding, Product, RevOps, Finance and Marketing. You'll lead multiple teams of Customer Success Managers and frontline people leaders across the mid-market and upmarket segment.

What you’ll be doing

As a Director, Customer Success, you will:

Lead the Customer Success strategy for Pleo's mid-market and upmarket segment, with a clear focus on retention as the foundation and expansion as the growth lever

Lead multiple teams through frontline managers, creating clarity, accountability, and a strong coaching culture.

Build and scale the operating model mid-market and upmarket customers: segmentation, engagement motions, success planning, account prioritisation, renewal readiness and growth plays.

Drive proactive risk management and customer health visibility across the portfolio, with a particular emphasis on churn prevention

Partner closely with Sales on renewals, account strategy, and coordinated customer engagement

Create stronger success motions for high-growth customers that balance scale with meaningful engagement and ensure customers are positioned to realise value quickly

Use data and portfolio insight to drive decisions on team productivity, retention trends, and commercial outcomes

Partner cross-functionally with Product, Support, and Operations to reduce friction and advocate for customer needs

Own business rhythms for the segment: forecasts, risk reviews, performance reviews, and executive updates

Contribute to Pleo's broader Customer Experience strategy as a senior leader

What you bring

You’ll thrive in this role if you have:

+10 years of experience in Customer Success leadership in SaaS, fintech, or technology, with a demonstrable track record in customer retention

Strong people leadership and coaching capability, including development of frontline managers

Experience managing portfolios at mid-market or upmarket scale, with the commercial judgement to prioritise appropriately across a large account base

Commercial mindset with clear ability to connect customer outcomes to retention, expansion, and long-term account value

Data-driven approach with experience using metrics, forecasts, and portfolio insights to drive accountability

Executive presence and communication skills, both internally and with customers

Comfort operating across strategy and execution, you set direction and you roll up your sleeves

What will set you apart:

Experience in fintech, spend management, payments, or financial operations

Exposure to global or multi-region CX organisations

Experience improving renewal forecasting, health scoring, and customer operating cadences

Familiarity with building segment- specific CX models from the ground up

Why is this role a good fit for you

This role is a good fit for you if:

You enjoy leading leaders and building strong, scalable Customer Success organisations

You are energised by working with large, strategic, and high-growth customers

You know how to balance customer outcomes, team development, and commercial performance

You like building structure and clarity in fast-moving environements

You want to shape how Customer Success scales in a company that is continuing to grow

This role is not a good fit for you if:

You prefer an individual contributor role rather than leading multiple teams

You are most comfortable in highly stable environments with limited change

You do not enjoy balancing strategy, people leadership, customer engagement, and operational accountability

You are uncomfortable with executive-level customer interaction and complex commercial conversations

You prefer small-account, high-volume success models over strategic and high-growth customer leadership

How you’ll develop in this role

In your first 6 months at Pleo, you’ll:

Establish a stronger and more scalable Customer Success model for large and high-growth customers

Deliver measurable gains in retention customer health, renewal execution, and growth support

Build a stronger bench of Customer Success leadership and team capability across the organisation

Be recognised as a key leader in how Pleo supports, retains and grows its most important customers

The location

Please note: We can hire on a remote, hybrid or in-person 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.

Show me the benefits!

Your own Pleo card (no more out-of-pocket spending!)

Lunch is on us for your work days - enjoy catered meals or receive a lunch allowance based on your local office

Comprehensive private healthcare - depending on your location, coverage options include Vitality, Alan or Médis

We offer 25 days of holiday + your public holidays

For our Team, we offer both hybrid and fully remote working options

We use MyndUp to give our employees access to free mental health and well-being support with great success so far

Paid parental leave - we want to make sure that we're supportive of families and help you feel that you don't have to compromise your family due to work

The interview process

We want to ensure you are set-up for success and understand what will be expected of you. If your application is successful, our interview process is as follows:

Intro call: A 30-minute chat with our Talent Partner to discuss the role and your background.

Hiring Manager Interview: 45 mins interview with the Hiring Manager to go deeper on your experience and how your profile can fit to the role

Peer Interview: 45 minute interview with potential future colleagues, it's designed to assess cultural add

Pleo Challenge and Panel Interview: We will send you a take home test and invite you to present it during a 60 mins team interview. This is an opportunity to show us how you would handle the day to day of the role

Final Interview: A final interview with a Senior Leader

Transparency is important to us so we also wanted to share some insights