ph3Overview /h3 pAbout Pleo. Messy spend management is tricky business. We build spend solutions that make managing money seamless, empowering, and surprisingly effective for finance teams and employees alike — with a vision to help all businesses ‘go beyond’. The word ‘Pleo’ actually means ‘more than you’d expect’, and living by that mantra has been the secret to our success over the last 10 years. Now, we’re at a pivotal moment in our journey; every move we make has a direct impact on our 40,000+ customers, our business, and our collective success. We need people who take pride in uncovering customer needs, who turn complex problems into simple solutions, challenge the way things are done (respectfully), and always aim high. We’re a driven, progressive, and, importantly, a kind bunch of 850+ people from over 100 nationalities, all committed to delivering the future of business spending, together. /p h3About The Role /h3 pWe're looking for a Director, Customer Success, to lead our mid-market and upmarket segments at Pleo. This is a transformation role. In this role, you'll lead multiple teams of Customer Success Managers, develop frontline leaders, and work hands-in-hand with Sales, Product, Support, and RevOps to drive retention, expansion, and long-term customer value. This role is adecuado for someone who has scaled a CX org through a similar SMB to enterprise transition, and who is genuinely energised by the challenge of building, not just running. /p h3Who You’ll Be Working With And Reporting To /h3 pYou'll report to our VP of Customer Experience and work closely with leaders across Sales, Support, Onboarding, Product, RevOps, Finance and Marketing. You'll lead multiple teams of Customer Success Managers and frontline people leaders across the mid-market and upmarket segment. /p h3What You’ll Be Doing /h3 ul liLead the Customer Success strategy for Pleo's mid-market and upmarket segment, with a clear focus on retention as the foundation and expansion as the growth lever /li liLead multiple teams through frontline managers, creating clarity, accountability, and a strong coaching culture /li liBuild and scale the operating model for mid-market and upmarket customers: segmentation, engagement motions, success planning, account prioritisation, renewal readiness and growth plays /li liDrive proactive risk management and customer health visibility across the portfolio, with a particular emphasis on churn prevention /li liPartner closely with Sales on renewals, account strategy,



and coordinated customer engagement /li liCreate stronger success motions for high-growth customers that balance scale with meaningful engagement and ensure customers are positioned to realise value quickly /li liUse data and portfolio insight to drive decisions on team productivity, retention trends, and commercial outcomes /li liPartner cross-functionally with Product, Support, and Operations to reduce friction and advocate for customer needs /li liOwn business rhythms for the segment: forecasts, risk reviews, performance reviews, and executive updates /li liContribute to Pleo's broader Customer Experience strategy as a senior leader /li /ul h3What You Bring /h3 pYou’ll thrive in this role if you have: /p ul li+10 years of experience in Customer Success leadership in SaaS, fintech, or technology, with a demonstrable track record in customer retention /li liStrong people leadership and coaching capability, including development of frontline managers /li liExperience managing portfolios at mid-market or upmarket scale, with the commercial judgement to prioritise appropriately across a large account base /li liCommercial mindset with clear ability to connect customer outcomes to retention, expansion, and long-term account value /li liData-driven approach with experience using metrics, forecasts, and portfolio insights to drive accountability /li liExecutive presence and communication skills, both internally and with customers /li liComfort operating across strategy and execution, you set direction and you roll up your sleeves /li /ul h3What Will Set You Apart /h3 ul liExperience in fintech, spend management, payments, or financial operations /li liExposure to global or multi-region CX organisations /li liExperience improving renewal forecasting, health scoring, and customer operating cadences /li liFamiliarity with building segment-specific CX models from the ground up /li /ul h3Why Is This Role a Good Fit for You /h3 pThis role is a good fit for you if: /p ul liYou enjoy leading leaders and building strong, scalable Customer Success organisations /li liYou are energised by working with large, strategic, and high-growth customers /li liYou know how to balance customer outcomes, team development,



and commercial performance /li liYou like building structure and clarity in fast-moving environments /li liYou want to shape how Customer Success scales in a company that is continuing to grow /li /ul h3How You’ll Develop In This Role /h3 pIn your first 6 months at Pleo, you’ll: /p ul liEstablish a stronger and more scalable Customer Success model for large and high-growth customers /li liDeliver measurable gains in retention, customer health, renewal execution, and growth support /li liBuild a stronger bench of Customer Success leadership and team capability across the organisation /li liBe recognised as a key leader in how Pleo supports, retains and grows its most important customers /li /ul h3The Location /h3 pPlease note: We can hire on a remote, hybrid or in-person set-up in any of the locations listed on the advert but you will need to be physically based in the country of your choice with a valid right to work. We are unable to offer visa sponsorship for this role in any of the listed locations. /p h3Show Me The Benefits! /h3 ul liYour own Pleo card (no more out-of-pocket spending!) /li liLunch is on us for your work days - catered meals or lunch allowance based on your local office /li liComprehensive private healthcare - coverage options include Vitality, Alan or Médis /li li25 days of holiday + public holidays /li liHybrid and fully remote working options /li liAccess to free mental health and well-being support /li liPaid parental leave /li /ul h3The Interview Process /h3 pWe want to ensure you are set-up for success and understand what will be expected of you. If your application is successful, our interview process is as follows: /p ul liIntro call: A 30-minute chat with our Talent Partner to discuss the role and your background /li liHiring Manager Interview: 45 mins with the Hiring Manager on your experience and fit /li liPeer Interview: 45 minutes with potential future colleagues to assess cultural add /li liPleo Challenge and Panel Interview: Take-home test and 60-minute team interview /li liFinal Interview: With a Senior Leader /li /ul h3About Your Application /h3 ul liEnglish first. Submit your application in English /li liA fair look for everyone. Applications are reviewed manually /li liDiversity drives us. We encourage applicants from all backgrounds /li liInterview accessibility: email for accommodations /li liYour data is safe. Privacy policy explains how we process personal data /li liApplying for multiple roles: roles are assessed independently /li liReapplying: wait six months from your last decision before submitting /li /ul /p #J-18808-Ljbffr

📌 Director, Customer Success (España)
🏢 Pleo
📍 España