Customer Success Manager

About Pluto

Pluto is the Enterprise Spend Management platform for MENA serving the $30 Trillion+ B2B Payments market. Pluto has been awarded the "Corporate solutions of the year" by the Middle Eastern Fintech Association.

Pluto is backed by some of Silicon Valley’s top-tier venture capital firms. We’ve raised $7M Seed from top investors and operators, including founders from Ramp, Airbase, Plaid, Italic & Senior Leadership at Shopify, Cash App, Checkout.com, Alloy and some of the worlds most successful FinTech VCs like GFC, Graph Ventures, Soma Capital, Adapt Ventures, amongst others who’ve trusted us 🤩

With the vision of building a modern financial operating system for businesses in MENA, we’re at the tipping point of a fintech revolution. We’re a lean but impactful team that dreams big and believes in making the impossible happen - and we are looking for someone equally motivated who wants to make their mark and help us expand our horizons.

About this role

We are hiring for an experienced Account Manager. You will be responsible for managing ensuring that Pluto's current clients continuously increase in usage and be the front facing lead to increase adoption of our platfor. You will work directly with the COO and set the bar for what excellent account management looks like.

Pluto is growing rapidly, with over 600+ businesses using Pluto in the UAE, including some of the largest enterprise customers with over 1000 employees regularly using Pluto. When a client purchases Pluto, they must go through change management—both at the finance team level and at the broader company-wide adoption level.

You will be responsible for the change management process, onboarding, implementation, and success of Pluto’s clients.

Your KPIs will be driven by the fastest time to successfully implement Pluto across the company and positive Net Revenue Retention.

How this role within Pluto

You will be joining as a founding core team member of Pluto’s account management practice. This role will be responsible for ensuring positive net revenue retention across all of Pluto’s customers including free, pro & essential tier customers.

Our engineering and product teams ship products at a lightning-fast cadence. It will be your responsibility to ensure the most successful enterprises in MENA adopt Pluto for finance control and compliance across their companies.

Your responsibilities:

1. Be the directly responsible individual (engagement manager) for Pluto’s clients.
2. Be the go-to relationship manager for our clients.
3. Ensure positive net revenue retention through upselling and driving adoption across the organization.
4. Carry out training and onboarding sessions for customers and their employees as needed.
5. Drive revenue by owning renewals, use case expansions, and overall growth via continuous engagement, emails, webinars, and other channels.
6. Be the subject matter expert for prospects during pre-sales calls and meetings.
7. Collaborate with product, design, and engineering teams during client engagements to carry out implementations of feature requests and custom integrations.
8. Surface thematic product gaps and needs within your book of business.

Requirements

You are a good fit if..

1. You have previously been in similar roles for at least 3+ years within B2B SaaS software
2. You can go deep into understanding complex products and have the ability to effectively communicate value to customers
3. You have the ability to take a systematic, process driven approach to activating and retaining clients
4. You have a proven ability to build and maintain relationships with customers
5. You are confident and don’t shy away from negotiations or upsells with Finance Leaders (VPs, Directors) and Controllers
6. You have the ability to work cross functionality with engineering & product, and communicate your requirements in a way that is easily understood
7. You are on top of your inbox, have time management skills and leverage modern tools to ensure you are effective
8. You understand that startups require to fill many roles and maintain high energy all throughout 💪🏽💪🏽💪🏽
9. Demonstrated pipeline maintenance skills (Farming) using Sales tools such as Hubspot, Salesloft etc.

Optional, but great to have:

1. Basic understanding of accounting and finance ecosystem
2. Experience utilizing common tools within the CS tech stack (Hubspot etc.)

Benefits

Benefits

• Hybrid and flexible work culture
• Competitive Base Pay
• Commissions & bonuses on upsells and positive net revenue retention