Senior Enterprise Customer Success Manager

About the role

The Senior Enterprise Customer Success Manager will own a portfolio of large, complex, and strategically important enterprise customers. You will serve as a trusted advisor to senior stakeholders, driving product adoption, managing renewals, and ensuring long-term value realization for Pleo's customers. This role requires a proactive approach to account management, churn prevention, and cross-functional leadership to align internal teams with customer needs.

Responsibilities

• Own a portfolio of enterprise customers with accountability for customer health, value realisation, adoption, retention, and growth.
• Build trusted relationships with senior and executive stakeholders to understand their business priorities.
• Develop detailed customer success plans that connect strategic goals to measurable outcomes.
• Lead executive business reviews and strategic customer meetings to address risks and align stakeholders.
• Drive product adoption across complex customer organisations and maintain detailed stakeholder maps.
• Identify churn risk early and execute prevention plans with clear actions and executive escalation paths.
• Coordinate complex customer escalations across internal teams while maintaining clear communication.

Required skills

• Customer Success
• Strategic account management
• SaaS
• Enterprise technology
• Churn prediction
• Forecasting
• Executive relationship management
• Stakeholder mapping
• Analytical skills
• Cross-functional leadership

Nice to have

• Fintech
• Payments
• Spend management
• Financial operations
• ERP integration
• Accounting system integration
• AI-enabled Customer Success

Qualifications

• At least three years of direct enterprise Customer Success or strategic account-management experience
• Five or more years of overall experience in Customer Success, account management, consulting, implementation, or a related customer-facing role

About the Company

Pleo builds spend solutions that make managing money seamless, empowering, and effective for finance teams and employees. With over 850 employees from more than 100 nationalities, the company is committed to delivering the future of business spending.