Senior Enterprise Customer Success Manager

About the role

Pleo is looking for a Senior Enterprise Customer Success Manager to own a portfolio of large, complex enterprise customers. You will act as a trusted advisor, aligning Pleo’s solutions with each customer’s strategic goals and ensuring measurable business outcomes.

Key responsibilities

• Own the health, adoption, retention and growth of enterprise accounts, driving value realization and renewal readiness.
• Develop and execute detailed success plans, executive engagement strategies and churn‑prevention actions.
• Lead executive business reviews, showcase value, address risks and define next steps.
• Coordinate complex escalations across Support, Product, Engineering, Finance and other internal teams.
• Identify expansion opportunities and align additional Pleo capabilities with evolving customer needs.
• Maintain accurate forecasts for renewals, risk, health and growth opportunities.

Required profile

• At least 3 years of direct enterprise Customer Success or strategic account‑management experience.
• 5 + years overall in Customer Success, consulting or related customer‑facing roles.
• Experience in SaaS, fintech or enterprise technology environments.
• Proven track record of retaining and expanding high‑value B2B customers.

Required skills

• Experience with Customer Success platforms such as Vitally or Gainsight.
• Proficiency in support tools like Zendesk.
• Data‑visualisation skills using Looker, Tableau or Power BI.
• Familiarity with project and workflow tools such as Jira, Asana and Slack.