Senior Enterprise 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 Enterprise Customer Success Manager to join our Customer Experience team at Pleo. In this role, you’ll own a portfolio of large, complex, and strategically important enterprise customers, helping them achieve measurable business outcomes, expand adoption, manage change, and build long-term value with Pleo.

You’ll serve as a trusted advisor to senior customer stakeholders while coordinating the broader Pleo relationship across Customer Success, Product, Support, Sales, Finance, and other internal teams.

This is not a reactive account-management role. You’ll be expected to understand each customer’s business priorities, operating model, success criteria, and risk profile. You’ll turn that understanding into clear success plans, executive engagement strategies, adoption programs, renewal plans, and growth opportunities.

The right candidate will bring at least three years of direct experience managing enterprise customers , along with the communication skills, commercial judgment, and operational discipline required to manage high-value relationships in a fast-paced technology environment.

Who you’ll be working with and reporting to

You’ll report to our Manager of Customer Success, Large & High-Growth Customers and work closely with teams across:

Customer Support

Customer Onboarding

Sales and Account Management

Product and Product Operations

Revenue Operations

Finance

Data and Analytics

Program Management and Operations

You’ll work with customer stakeholders across finance, procurement, operations, technology, transformation, and executive leadership.

You’ll be responsible for creating alignment across these stakeholders, establishing clear governance, and ensuring Pleo remains connected to the customer’s evolving strategic and operational priorities.

What you’ll be doing

As a Senior Enterprise Customer Success Manager , you will:

Own a portfolio of enterprise customers with accountability for customer health, value realisation, adoption, retention, renewal readiness, advocacy, and growth.

Build trusted relationships with senior and executive stakeholders , positioning yourself as a credible advisor who understands their business priorities and operating environment.

Develop detailed customer success plans that connect the customer’s strategic goals to measurable outcomes, adoption milestones, responsibilities, and timelines.

Lead executive business reviews and strategic customer meetings that demonstrate value, address risks, align stakeholders, and create clear next steps.

Drive product adoption across complex customer organisations , helping customers expand usage across teams, entities, locations, use cases, and workflows.

Create and maintain detailed stakeholder maps , identifying decision-makers, champions, influencers, operational contacts, blockers, and executive sponsors.

Identify churn risk early using product usage, engagement, stakeholder, support, financial, organisational, and external business signals.

Build and execute churn-prevention plans with clear actions, owners, timelines, customer commitments, and executive escalation paths.

Maintain detailed and accurate forecasts across renewals, risk, customer health, expected outcomes, growth opportunities, and major account milestones.

Lead renewal-readiness activities by ensuring customer value is documented, risks are addressed, stakeholders are aligned, and commercial partners have accurate account intelligence.

Identify and support expansion opportunities by connecting additional Pleo capabilities, products, or use cases to the customer’s evolving business needs.

Coordinate complex customer escalations across Support, Product, Engineering, Finance, and other teams while maintaining clear and confident customer communication.

Act as the customer’s internal advocate , ensuring customer needs, feedback, risks, and opportunities are visible to the right stakeholders at Pleo.

Navigate customer change effectively , including leadership transitions, reorganisations, acquisitions, market expansion, platform changes, and evolving business priorities.

Track customer commitments and outcomes with strong operational discipline, ensuring actions are documented, owned, and completed.

Contribute to the evolution of Pleo’s enterprise Customer Success model by sharing best practices, customer insights, playbooks, and recommendations.

Support peer development and knowledge sharing across the Customer Success team without holding direct people-management responsibility.

To put things into context

In this role, you can expect to work on priorities such as:

strengthening relationships with Pleo’s largest and most strategic customers

improving enterprise customer retention and renewal predictability

increasing adoption across complex customer organisations

creating stronger executive engagement and governance

identifying churn risk before it becomes a renewal issue

improving forecast accuracy and account visibility

coordinating complex customer needs across multiple internal teams

helping customers quantify and communicate the value they receive from Pleo

identifying opportunities for expansion and deeper product adoption

improving the consistency and quality of enterprise success planning

helping customers navigate operational and organisational change

turning customer feedback into actionable Product and CX insight

You can expect to work across a technology environment that includes CRM, Customer Success platforms, support systems, product analytics, business intelligence tools, workflow tools, and collaboration platforms .

Examples may include Vitally, Gainsight or similar, Zendesk, Looker, Tableau or Power BI, Jira, Asana, and Slack.

What you bring

You’ll thrive in this role if you have:

At least three years of direct enterprise Customer Success or strategic account-management experience , managing large, complex, and high-value B2B customers.

Five or more years of overall experience in Customer Success, account management, consulting, implementation, or a related customer-facing role.

Experience working in SaaS, fintech, enterprise technology, or another complex B2B technology environment .

A proven record of retaining and growing enterprise customers , including managing renewals, adoption, risk, and value realisation.

Strong executive relationship-management skills , with the confidence and credibility to engage senior decision-makers and business leaders.

Experience managing complex stakeholder environments involving multiple teams, business units, regions, entities, or decision-makers.

Strong churn-prediction and prevention skills , including the ability to interpret cust