Manager, Customer Success: DACH

Manager, Customer Success: DACH

Location: Amsterdam, Berlin, Copenhagen HQ, Lisbon, London, Madrid, Remote

Team: Customer Experience

Cash is old school. Out of pocket expenses suck. Workplaces need to be more trusting, progressive and - that's right, we're gonna say it - fun. And that's what we're here to do. But we need your help.

We, at Pleo, are looking for a hands-on Manager of Customer Success to join our amazing Central Europe regional team.

As a Manager of Customer Success for the Central Europe region, you will manage a team of CSMs that handle day-to-day operations and long-term business relationships with our Mid Market customers. We are looking for a customer-centric and experienced leader that will have an impact on our growth by leading, coaching, and developing our CSMs. This position reports directly to our Director of Mid-market Customer Success.

You will need to develop excellent working relationships with other teams internally, specifically strong partnerships with our Sales, Marketing, and Product teams. You'll be a constant advocate for our customers, looking out for them every step of the way.

About the team:

Customer Success Managers are responsible for healthy adoption of our products and services and position Pleo to meet the current and future business requirements of our customers. CSMs play a critical role in managing customer escalations and proactively communicating upcoming product changes and enhancements. You will be managing a team of 5 people.

To excel in this role, you should possess the skills and confidence needed to organize your team effectively, ensuring the delivery of an exceptional customer experience. You'll be responsible for continually seeking ways to provide customers with the information they need at the right time. Both you and your team should adopt a data-driven approach, with an emphasis on experimentation, measurement, and iteration in our one-to-many communication strategies, such as video guides, email campaigns, and webinars.

On top of that, we are looking for someone with the ability to combine passion and experience for leading and coaching people, with strong guidance in all Customer Success-related activities with a customer-obsessed mindset.

Responsibilities:

Hire, coach, and develop the most amazing CSM team this world has ever seen!

Partner with other CSMs and leaders across Pleo to further refine structure, systems, and resources to successfully support our Mid-market and Enterprise customers.

Own your team's metrics (net retention, product adoption, customer advocacy) and drive the plan to exceed our expectations.

Work closely with internal teams (Support, Marketing, Sales, Product) to align priorities, collaborate on customer needs and opportunities, and deliver early and increasing value over time.

Advocate for the best customer experience and serve as the customer's advocate.

What we need from you:

This is not an entry-level position. We need someone with a strong background in Customer Success and a proven track record leading a team.

Proven experience in building and managing a high-performing team in B2B SaaS companies.

Excellent people leader, able to hire, inspire, hold accountable, and develop an elite team.

Passionate about providing an exceptional customer experience with examples of how you stand out from the crowd.

You are a strong team player, self-starter who thrives in a fast-paced, high-growth startup environment.

Outstanding organizational and project management skills, and the ability to manage multiple tasks and requests.

Experience with CS and CRM tools (Hubspot, Salesforce, CS tools, Data Visualization, etc.).

Software experience is a must; SaaS experience is ideal.

Fluency in both German and English languages.

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 organization - 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: 'champion the customer', 'succeed as a team', 'make it happen', and 'build to scale'.

Today we are an 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 remote employees in 35 other countries! Being HQ'd out of Copenhagen means we're inspired by things like a good work-life balance.

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.

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.

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