Senior Enterprise Customer Success Manager

The role

You will own a portfolio of large, complex enterprise customers to drive adoption, retention, and growth. You will act as a trusted advisor to senior stakeholders and coordinate with internal teams to ensure measurable business outcomes.

What you will do

• Own a portfolio of enterprise customers for health, value, adoption, and renewal.
• Build trusted relationships with senior and executive stakeholders.
• Develop detailed customer success plans connected to strategic goals.
• Lead executive business reviews and strategic customer meetings.
• Drive product adoption across complex customer organisations.
• Create and maintain detailed stakeholder maps.
• Identify churn risk early using various business signals.
• Build and execute churn-prevention plans.
• Maintain detailed and accurate forecasts for renewals and growth.
• Lead renewal-readiness activities.

Required qualifications

• At least three years of direct enterprise Customer Success or strategic account-management experience managing large, complex, and high-value B2B customers.
• Five or more years of overall experience in Customer Success, account management, consulting, implementation, or a related customer-facing role.
• Experience working in SaaS, fintech, enterprise technology, or another complex B2B technology environment.
• Proven record of retaining and growing enterprise customers.
• Strong executive relationship-management skills.
• Experience managing complex stakeholder environments.
• Strong churn-prediction and prevention skills.
• Detailed forecasting experience.
• Strong commercial judgment.
• Excellent verbal and written communication skills.
• Experience building strategic success plans, account plans, stakeholder maps, and executive business reviews.
• Strong analytical skills.

Nice to have

• Experience in fintech, payments, spend management, financial operations, or expense-management technology
• Experience working with finance leaders, procurement teams, controllers, CFO organisations, or transformation leaders
• Managing multi-country or multinational enterprise customers
• Familiarity with ERP, accounting, procurement, or financial-system integrations
• Experience supporting customers through significant organisational or technology transformation
• Exposure to AI-enabled Customer Success, predictive health models, automated risk detection, or digital engagement
• Experience partnering with Product teams on strategic customer feedback and roadmap discussions
• Experience managing accounts with complex security, compliance, governance, or implementation requirements

About the company

Pleo builds spend solutions to make managing money seamless for finance teams and employees. The company consists of over 850 people from over 100 nationalities.