Lead, Customer Success: DACH

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.

Welcome to the Manager of Customer Success role, we are looking for the right talent with solid experience!

As a Manager of Customer Success for the Central Europe region you will manage a team of CSMs that manage 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 into our Director of Mid-market Customer Success.

You will need to have the ability to develop excellent working relationships with other teams internally. Specifically, strong partnerships with our Sales, Marketing and Product teams will be key to this role. 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 positions 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 organise 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.

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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. We could ramble on and on, but that’s really it! If you’re an experienced people leader and bring an unparalleled level of passionate and experience to Customer Success, then we might be on to something big here 🚀

Responsibilities:
  • Hire, coach and develop the most amazing CSM team this world has ever seen! 💥
  • Partner with other CSM 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 , you know as you’ve done this before) and drive the plan to and 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 🤩 Be the guiding-light for your team and to other Pleoers when it comes to serve as the customer's advocate

What we need from you:
  • This is not an entry level position. We need someone with 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 a list of examples for how you stand out from the crowd
  • You are a strong team player, self - starter who thrives in a fast-paced, and high growth start up experience
  • Outstanding organisational 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
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