Director, Customer Success

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Pleo

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2015

🤝 B2B

☁️ SaaS

💳 Fintech

💰 $42.9M Debt Financing - Pleo on 2024-04

B2B • SaaS • Fintech

Pleo is a spend-management platform for businesses that provides company cards, automated expense management and configurable spend controls. Its product messaging highlights AI-powered reviews, card limits, approval flows and other tools to manage corporate spending for small, medium and enterprise customers. Pleo is delivered as software to help finance teams control, track and automate business expenses and card usage.

📋 Description

• 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

🎯 Requirements

• +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 • 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

🏖️ 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