SMB Customer Success Manager - Spain

Howdy! Serás tú nuestro nuevo compañero/a en nuestro equipo de CX SMB? 🤩 Ok, we have tested that you can read Spanish, let’s move on in English…!

Cash is old school - out of pocket expenses suck. Workplaces need to be more trusting, progressive, and – that's right, we're going to say it – fun.

And that is what we are here to do - but we need your help.

We, at Pleo, are looking for hands-on customer experience professionals to join our Spanish team. Ideally this person will be based in Lisbon, but we are open to hire in Paris and Madrid office

We are looking for the right talent for the role – experience is a bonus. If you can tick all the boxes above then please do apply for the role! With that said, proven experience in a consultative customer-facing role (Management consulting, account management, customer success management, etc.) is seen as a plus with enterprise software or SaaS organisation.

If you can recognise this, then you are the one we are looking for:

• You have an open mindset that always looks for the positive. Your customers and colleagues find your energy contagious.
• You truly enjoy helping others move and improve. It is part of you to make sure that the customers scale with your help.
• 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 love a fast paced and dynamic environment, where you jump from one task to another. From one conversation with a customer to another.
• 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 empathic. You have a strong ability to feel how others are doing. You are also able to communicate in a very empathic way and touch people’s emotions
• You are the person who always wants to improve everything. It can always be optimised, and done just a little bit better - every time.
• You love to see all the possibilities there are for our customers in the future. You love thinking about the future – and making it a reality.
• It would be a HUGE plus if you have experience in accountancy or have worked previously as an accountant. Or even if you have a finance background.
• Fluency in Spanish and English

In Adoption, our mission is to “Prevent churn, drive product adoption, and ensure that every customer feels valued at Pleo.”

Your responsibilities will be to 🚀

• Have a strong focus on adoption and nurturing for customers that have already been onboarded.
• With more than 4000 customers in the Spanish market, this is not the typical 1:1 approach customer success role, and you will have to think outside the box to provide help and value with a 1:many-approach. This is crucial for the role in our SMB segment!
• Identify gaps between best practice and actual usage of our product and features.
• Make sure the customer learns about – and uses – all the features we offer at Pleo.
• 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 🍜
• Private health insurance to ensure you’re fit in body and mind to do your best work
• We offer 25 days of holiday + your public holidays
• For our commercial teams we do 3 days in office and 2 days at home weekly, you choose which days
• 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