Senior Enterprise Customer Success Manager

Overview

In this role you will oversee a portfolio of large, strategic enterprise customers to drive measurable business outcomes and long-term value with Pleo. You’ll act as a trusted advisor, coordinating across multiple internal teams to align customer priorities with product and process changes. You’ll design success plans, executive engagement, and renewal and expansion strategies in a fast-paced SaaS environment. This is a high-impact opportunity to shape how major customers realise value from Pleo at scale.

Responsibilities

• Own and manage a portfolio of enterprise customers with focus on health, adoption, retention, renewals, advocacy, and growth
• Build and maintain executive-level relationships and act as trusted advisor
• Develop detailed success plans linking strategic goals to measurable outcomes and timelines
• Lead executive reviews and strategic meetings to demonstrate value and set next steps
• Drive product adoption across complex organizations and multiple use cases
• Create stakeholder maps and governance structures across customer and internal teams
• Identify churn risk early and implement proactive recovery plans
• Maintain accurate forecasts for renewals, risk, health, and growth opportunities
• Lead renewal-readiness activities with clear value documentation and aligned stakeholders
• Identify and pursue expansion opportunities by aligning additional Pleo capabilities to customer needs
• Coordinate escalations across Support, Product, Engineering, Finance, and other teams
• Advocate for customer needs internally and monitor evolving priorities
• Navigate organizational changes and evolving business priorities within customer accounts
• Capture and share best practices, playbooks, and customer insights to evolve CS model
• Support peer development within the CS team without people-management duties
• Develop strong governance and cross-functional alignment with internal stakeholders

Key requirements

• At least three years of direct enterprise CS or strategic account-management experience
• Five+ years in customer-facing roles in SaaS/enterprise tech
• Proven track record of retaining and growing enterprise customers including renewals and expansion
• Strong executive relationship-management and cross-functional leadership abilities
• Experience forecasting across renewals, risk, adoption, and expansion
• Excellent verbal and written communication, with ability to present to executives
• Ability to build strategic success and account plans, stakeholder maps, and executive reviews
• Strong analytical skills to interpret product usage and business data
• Structured, proactive account management with strong follow-through
• Comfort in a fast-paced growth environment with evolving priorities

• communication skills
• proactive risk management
• cross-functional collaboration
• Vitally
• Gainsight
• Zendesk

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