Customer Success Manager / Onboarding

As a Pleo Onboarding Specialist, you will be responsible for overseeing the Onboarding process, performing onboarding, collaborating with customers and internal teams to ensure a seamless onboarding experience.

Your role will involve understanding customer requirements, configuring the software, providing technical support, and managing the project from start to finish, and work with an objective to make the customer successful and reference-able.

Definition of success:

Success in this role will be to onboard customers within agreed constraints, achieve high customer satisfaction ratings and generate customer testimonials/case studies.

Customer Facing responsibilities:

• Establish clear expectations on methodology, roles and governance
• Identify customer objectives, priorities, policies, systems, and rollout plans
• Align on project timeline, scope, resources, and integration requirements
• Configure Pleo for users, including activation, limits, cards, integration, and compliance
• Integrate Pleo with the customer's accounting system, export expenses, and help test
• Provide consulting, share best practices, conduct training and help drive user adoption
• Assist in preparing data, communication, policies, and guides
• Provide hypercare, conduct final review calls, facilitate handover to CSM
• Balancing both high-touch and low-touch approach in portfolio
• Maintain strong relationships, gather feedback and CSAT scores
• Assist in capturing testimonials or references

Internal responsibilities:

• Document, share knowledge, collaborate on training and enablement
• Continuous process improvement
• Accurately track efforts for revenue recognition, and resource allocation
• Provide feedback and insights to product, development, and marketing teams
• Collaborate with stakeholders, share updates, address risks
• Ensure onboarding timeline and customer satisfaction
• Share success stories, encourage testimonials, showcase experiences

You'll thrive in this role if you have:

• Strong understanding of Pleo, B2B SaaS products, relevant technologies including configuration, integrations, and troubleshooting
• Good knowledge of accounting principles, financial workflows, and tax codes
• Fluency in English is required as our company language.
• Fluency in German language is required. Any other European language would be a plus.
• Excellent and successful customer facing experience
• Genuine curiosity for understanding and fulfillment of customer needs
• Strong and proven commitment to customer satisfaction and building relationships
• Excellent planning, prioritization, and risk management abilities for simultaneous onboarding projects
• Strong problem-solving skills, with attention to detail
• Effective collaboration with cross-functional teams to drive success
• Willingness to adapt to changing requirements and staying updated with industry trend

Show me the benefits!

• Your own Pleo card (no more out-of-pocket spending!)
• Lunch is on us - with catering in our Lisbon, Copenhagen and London offices or a monthly lunch allowance paid directly together with your salary in other markets 🍜
• Private health insurance to ensure you’re fit in body and mind to do your best work
• In Portugal, we offer 25 days of holiday + your public holidays
• We offer fully remote working
• Option to purchase 5 additional days of holiday through a salary sacrifice
• Wellbeing days - fully paid days off designed for a slower pace, allowing you to take time to recharge and prioritise self-care
• We’re trialling MyndUp to give our employees access to free mental health and wellbeing support with great success so far ❤️‍🩹
• Access to LinkedIn Learning - acquire new skills, stay abreast of industry trends and fuel your personal and professional development continuously
• 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 👶
• All of us have a stake in Pleo’s success - ask us about our equity grant scheme

#LI - Remote

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.