Junior Hybrid Customer Success Manager - DACH

Let’s face it: out-of-pocket expenses suck. And 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. But.. we need your help!

What are we looking for?

We're on the search for experienced customer experience professionals (junior-mid level) to join our hybrid CSM team in our amazing office in Lisbon, serving our German speaking customers 🌍.

We are looking for someone with 1-3 years of proven experience in a consultative customer-facing role (customer success management, account management, management consulting, etc.) as well as experience in an enterprise software or SaaS organisation.

The hybrid CSM team is expected to assist our customers on their journey with Pleo, from their early days in the platform to becoming Pleo advocates. This role is hybrid: primarily focusing on helping our customers expand with Pleo and adopt our features on their journey to become Pleo fans. 

What will you be doing?

In the CX team, our mission is to “Build strong and lasting relationships with our customers to ensure they get the value they signed up for and expand with us!"

Your responsibilities will be to:

• Nurture, support and process expansion for any opportunity from the customer base
• As a customer's trusted product advisor and business consultant advise them on how to create their ideal processes with the tool to optimise their value-add
• Own the adoption journey of your customer portfolio (after the onboarding phase)
• Collaborate across teams with different internal stakeholders such as product management, services & solutions, marketing, customer support, etc. to improve the entire customer experience
• Receive, qualify and triage all inbound communication from all communication channels; email, Intercom (web chat), and/or other performance marketing channels
• Cultivate key customers to become advocates of Pleo and the Fintech community
• Manage day-to-day operations and long-term business relationships with our customers
• Do everything in your power to prevent customers from leaving Pleo through measuring health scores, and product/ feature adoption and acting proactively on those 
• Optimise the product-market-fit by building the bridge between the customer's  feedback and our product team

If you can recognise this, then you are the one we are looking for! Read on to find out more about what we need...

• Prior experience in account management or sales or customer success roles 
• You have an open mindset that always looks for the positive. Your customers and colleagues find your energy contagious
• 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 love a fast-paced and dynamic environment, where you have different kinds of tasks - from customer calls to meetings with our product team
• This is a high volume, high velocity role. Being able to think and do things at scale is a huge plus
• 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 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
• You are fluent in English & German 🇩🇪

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 🍜
• 25 days of PTO + public holidays
• Private health insurance with Médis
• Hybrid work set up: 3 days per week in the Lisbon office
• Option to purchase 5 additional days of holiday through a salary sacrifice
• Wellbeing days - fully paid days off designed for a slower pace, allowing you to take time to recharge and prioritise self-care
• We’re trialing 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 fam