SMB Customer Success Manager - DACH

Location

Berlin

Team

Customer Experience

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Let’s face it: out-of-pocket expenses suck. Manual expense spreadsheets are old-school. No one wants to wait until payday to be reimbursed for something they bought for work, and finance teams have better things to do than spend hours tapping away on Excel. At Pleo, we’re on a mission to change this. We’re here to make spend management surprisingly effective and empowering – for finance teams and employees.

And that's what we're here to do. But we need your help

We, at Pleo, are looking for a hands-on, experienced customer experience professional to join our DACH Customer Success Team working with our SMB customers.

Positivity, determination, a growth mindset, a strong sense for detail, and the will to push through until the end are critical to your success here. You are constantly putting the team first, you are going out of your way to help your customers, and you are leading from the front, showing the way forward in every interaction.

Proven experience in a customer-facing role (customer success management, account management, management consulting, etc.) is required, as well as experience in a SMB software or SaaS organisation.

This will be a hybrid role, working 2-3 days per week from one of our Pleo offices which are: Berlin, Lisbon, Copenhagen, Amsterdam, Stockholm, London, Paris or Madrid

What we need from you

• You have a growth mindset that always looks for the positive, while your energy is contagious to your colleagues and customers around you.
• You truly enjoy helping others move and improve. You love helping your customers scale and grow.
• 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 are a trustworthy person who always ensures that deadlines are reached, promises are kept, and you do what is expected of you.
• You are the person who always wants to improve - everything. It can always be optimised, and done just a little bit better - every time.
• Self-improvement and self-awareness are critical to being open-minded to change and constructive feedback
• You are empathetic. You have a strong ability to feel how others are doing. You are also able to communicate in a very empathetic way and touch people's emotions.
• Ideally, you have a basic finance/accounting knowledge and/or experiences from working with tool integrations Essential: Fluency in German & English (our company language)

Your responsibilities will be:

• Have a strong focus on adoption and nurturing for customers that have already been onboarded
• With up to 1,000 accounts in your portfolio this is not the typical 1:1 approach customer success role, and you will have to think outside the box to work in scalable ways
• Identify gaps between best practice and actual usage of our product and features
• Make sure the customer learns about - and uses- all the features that will unlock value for them
• 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
• In Germany, we offer 28 days of holiday + your public holidays, 25 days PTO + public holidays in our other locations
• Option to purchase 5 additional days of holiday through a salary sacrifice
• 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
  

Why join us?

Working at Pleo means you're working on something very exciting: the future of work. Our mission is to help every company go beyond the books. Pleo itself means ‘more than you’d expect’, and it’s been the secret to our success over the last 8 years. So it’s only fitting that we’d pass this philosophy onto our customers to help them make the most of their finances.

We think company spending should be delegated to all employees and teams, that it should be as automated as possible, and that it should drive a culture of responsible spending. Finance teams shouldn’t be siloed from the rest of the organisation – they should work in unity with marketing, sales, IT and everyone else.

Speaking of working in unity, our values tell the story of how we work at Pleo. We have four core values, the first of which is ‘champion the customer’, which means we address real pain points that businesses face. Next up is ‘succeed as a team’, which highlights how our strength lies in our diversity and trust in each other. We also ‘make it happen’ by taking bold decisions and following through to deliver results. Last but not least, we ‘build to scale’, creating lasting solutions that address today’s challenges and anticipate tomorrow’s needs.

So, in a nutshell, that's Pleo. Today we are a 850+ team, from over 100 nations, sitting in our Copenhagen HQ, London, Stockholm, Berlin, Madrid, Montreal and Lisbon offices —and quite a few full-time remotes in 35 other countries! Being HQ'd out of Copenhagen means we're inspired by things like a good work-life balance. If you don't work in the office with us, we'll help you set up the best remote setup possible and make sure you still have time to connect with your team.

About your application

Please submit your application in English; it’s our company language so you’ll be speaking lots of it if you join

• We treat all candidates equally: If you are interested please apply through our application system - any correspondence should come from there! Our lovely support isn't able to pass on any calls/ emails our way - and this makes sure that the candidate experience is smooth and fair to everyone
• We’re on a mission to make everyone feel valued at work. That’s only achievable if our team reflects the diversity of the world around us - and that starts with you, hitting apply, even if you are worried you might not tick all the boxes! We embrace and encourage people from all backgrounds to apply - regardless of race/ethnicity, colour, religion, nationality, gender, sex, sexual orientation, age, marital status, disability, neurodiversity, socio-economic status, culture or beliefs.
• When you submit an application we process your personal data as a data processor. Find out more about how your data is used in the FAQs section at the bottom of our jobs page.

Got any questions?

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We’re looking for new friends, gifted minds, team players, restless talents and passionate problem solvers.

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How Pleo hires

• 1

  The first call(s)

  Let’s get to know each other. We want to find out more about you, your motivations, and give you more information about the role.

• 2

  The challenge

  The task is deliberately open-ended and based on something you'll actually work on. There are no right or wrong answers here.

• 3

  The team interview

  Expect to share a (virtual) meeting room with two to three people you'll work with regularly if you get the job.

• 4

  The final interview

  A call with someone in leadership who’ll walk you through the big picture and chat about how your role will figure into that.

Find out more

FAQ

What’s the interview process like?

This is a big decision for both of us. If you join us, we’ll spend a lot of time together working on some pretty cool things. That's why we've designed a hiring process that allows everyone to make the right choice. Read more about how we hire here.

How can I prepare for my interview?

What happens to my personal data when I submit my application?

Who can I contact about accessibility needs for interviews?

If I get the job, what will my onboarding be like?

What are Pleo’s values?

Why does my application need to be in English?

Can I apply for more than one position?