SMB Customer Success Manager - DACH

Let’s face it: out-of-pocket expenses suck. Manual expense spreadsheets are old-school. No one wants to wait until payday to be reimbursed for something they bought for work, and finance teams have better things to do than spend hours tapping away on Excel. At Pleo, we’re on a mission to change this. We’re here to make spend management surprisingly effective and empowering – for finance teams and employees.

And that's what we're here to do. But we need your help🤝

We, at Pleo, are looking for a hands-on, experienced customer experience professional to join our DACH Customer Success Team 🇩🇪 working with our SMB customers.

Positivity, determination, a growth mindset, a strong sense for detail, and the will to push through until the end are critical to your success here. You are constantly putting the team first, you are going out of your way to help your customers, and you are leading from the front, showing the way forward in every interaction.

Proven experience in a customer-facing role (customer success management, account management, management consulting, etc.) is required, as well as experience in a SMB software or SaaS organisation.

This will be a hybrid role, working 2-3 days per week from one of our Pleo offices which are: Berlin, Lisbon, Copenhagen, Amsterdam, Stockholm, London, Paris or Madrid 😊

What we need from you

• You have a growth mindset that always looks for the positive, while your energy is contagious to your colleagues and customers around you.
• You truly enjoy helping others move and improve. You love helping your customers scale and grow.
• You love goals and objectives. You don't always need to be given tasks – you create your own tasks while chasing your targets, and it motivates you to reach them.
• You are a trustworthy person who always ensures that deadlines are reached, promises are kept, and you do what is expected of you.
• You are the person who always wants to improve - everything. It can always be optimised, and done just a little bit better - every time.
• Self-improvement and self-awareness are critical to being open-minded to change and constructive feedback
• You are empathetic. You have a strong ability to feel how others are doing. You are also able to communicate in a very empathetic way and touch people's emotions.
• Ideally, you have a basic finance/accounting knowledge and/or experiences from working with tool integrations
• Essential: Fluency in German 🇩🇪 & English (our company language) 🇬🇧

Your responsibilities will be:

• Have a strong focus on adoption and nurturing for customers that have already been onboarded
• With up to 1,000 accounts in your portfolio this is not the typical 1:1 approach customer success role, and you will have to think outside the box to work in scalable ways
• Identify gaps between best practice and actual usage of our product and features
• Make sure the customer learns about - and uses- all the features that will unlock value for them
• Play a critical role in managing customer escalations and proactively communicating upcoming product changes and enhancements.
• Help Pleo to achieve operational excellence for its customers
• Do everything in your power to avoid customer churn- by working with health scores, product and feature adoption
• Collaborate across teams to improve the entire customer segment from lead to nurturing
• Creating great nurturing of scale through automation, optimisation, and the right data usage.

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
• In Germany, we offer 28 days of holiday + your public holidays, 25 days PTO + public holidays in our other locations
• Option to purchase 5 additional days of holiday through a salary sacrifice
• 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