Customer Onboarding Manager II - London

ABOUT PLEO Messy spend management is tricky business. And tedious processes are a lose-lose situation for all involved, not just finance. At Pleo, we're changing that. 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. With great ambitions driving us forward, we can’t say we’ve got this whole thing figured out. And frankly, that’s half the fun! What we can say is that 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. ABOUT THE ROLE We’re looking for a Enterprise Customer Onboarding Manager to join our Customer Experience team at Pleo. In this role, you’ll own a portfolio of large, complex, and strategically important enterprise customers, unlocking the full potential of our cutting-edge solutions for businesses across Europe & the UK. Your mission is to oversee and execute the onboarding process for our largest customers with precision and finesse, collaborating seamlessly with both customers and internal teams to ensure a smooth and memorable journey from start to finish. As the bridge between technology and human connection, understanding each customer's unique requirements, and configuring Pleo to match their needs perfectly, you'll be the go-to expert for technical queries, providing consultation, sharing best practices, and conducting training to drive user adoption that allows our customers to take their business to new levels. Your role goes beyond just technical prowess – it's about building strong relationships and ensuring customer success becomes a powerful reference point for the world to see. Your genuine curiosity and exceptional problem-solving skills will shine through as you navigate multiple onboarding projects with ease. The right candidate will bring at least three years of direct experience managing implementations, along with the communication skills, commercial judgment, and operational discipline required to manage high-value relationships in a fast-paced technology environment. WHO YOU’LL BE WORKING WITH AND REPORTING TO You’ll report to our Manager of Customer Onboarding, High-Touch Customers and work closely with teams across: - Customer Support - Customer Success - Sales and Account Management - Product and Product Operations - Revenue Operations - Finance - Data and Analytics - Program Management and Operations You’ll work with customer stakeholders across finance, procurement, operations, technology, transformation, and executive leadership. You’ll be responsible for creating alignment across these stakeholders, establishing clear governance, and ensuring Pleo is implemented connected to the customer’s strategic and operational priorities. WHAT YOU’LL BE DOING As a Customer Onboarding Manager, you will: - Build trusted relationships with senior and executive stakeholders, positioning yourself as a credible advisor who understands their business priorities and operating environment. - Align with our customers on project timelines, scope, resources, and integration requirements - Configure Pleo for users, including activation, limits, cards, integration, and compliance - Integrate Pleo with the customer's accounting system, export expenses, and help test - Provide consulting, share best practices, conduct training and help drive user adoption - Assist in preparing data, communication, policies, and guides - Provide 'hyper care', conduct final review calls, facilitate handover to the dedicate Customer Success Manager. - Maintain strong relationships, gather feedback and CES scores - Assist in capturing testimonials or references - Accurately track efforts for revenue recognition and resource allocation - Provide feedback and insights to product, development, and marketing teams - Collaborate with stakeholders, share updates, address risks - Ensure onboarding timeline and customer satisfaction - Facilitate clear, documented and structured Handovers to Customer Success WHAT YOU BRING You’ll thrive in this role if you have: - At least three years of direct mid-market or enterprise customer onboarding or customer success 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. - Strong executive relationship-management skills, with the confidence and credibility to engage senior decision-makers and business leaders. - Experience managing complex stakeholder environments involving multiple teams, business units, regions, entities, or decision-makers. - Excellent verbal and written communication skills, including the ability to lead difficult conversations, present to executives, and simplify complex issues. - Excellent planning, prioritisation, and risk management abilities for simultaneous onboarding projects - Strong cross-functional leadership skills, with the ability to align internal stakeholders without relying on direct authority. - A structured and proactive approach to project management, with excellent follow-through and attention to detail. - Comfort working in a fast-paced growth environment where customer expectations, internal priorities, and business needs can evolve quickly. - The ability to balance strategic relationship management with detailed operational execution. 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 - Experience 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 - Experience partnering with Product teams on strategic customer feedback and roadmap discussions - Experience managing accounts with complex security, compliance, governance, or implementation requirements WHY IS THIS ROLE A GOOD FIT FOR YOU This role is a good fit for you if: - You enjoy building strategic relationships with complex enterprise customers. - You are able to build and execute detailed project plans. - You are comfortable engaging senior leaders and navigating high-stakes customer situations. - You know how to connect product adoption to measurable customer outcomes. - You are proactive about identifying and addressing risks. - You enjoy coordinating internal teams around complex customer needs. - You enjoy sharing knowledge with the team, collaborating on training and enablement This role is not a good fit for you if: - You have not directly managed enterprise or strategic customer relationships. - You prefer transactional or high-volume customer portfolios. - You prefer reacting to customer requests rather than building proactive engagement strategies. - You are uncomfortable engaging executive stakeholders or leading difficult conversations. - You prefer working independently without significant cross-functional coordination. - You are looking for a people-management role rather than a senior individual-contributor position. SHOW ME THE BENEFITS! Your own Pleo card (no more out-of-pocket spending!) Lunch is on us for your work days - enjoy catered meals or receive a lunch allowance based on your local office Comprehensive private healthcare - depending on your location, coverage options include Vitality, Alan or Médis We offer 25 days of holiday + your public holidays For our Team, we offer both hybrid and fully remote working options Option to purchase 5 additional days of holiday through a salary sacrifice We use MyndUp to give our employees access to free mental health and well-being support with great success so far 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 THE INTERVIEW PROCESS We 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: 1. Intro call: A 30-minute chat with our Talent Partner to discuss the role and your background. 2. Hiring Manager Interview - 45 minute's - Understand experience, relevance, team fit etc. 3. Pleo Challenge - An opportunity for you to showcase your experience with 2 leaders in CX. From here a decision and potential offer depending upon how the overall process has been conducted. Transparency is important to us so we also wanted to share some insights about what we’re looking for in applications to ensure you can set yourself up for success! Last time we hired a [job title], we received a total of XXX applications but only XX were selected for an intro call. Some of the key reasons why previous candidates didn’t make it past the application screening stage include: - CV writing and content: we receive a lot of CVs, and many of them are AI-generated. We love seeing people leverage AI—it’s a big focus for us internally too—but without human intervention, these CVs can sometimes become generic and fail to show a candidate in the best light. What we're really looking for is the specific details of real impact that only you know from your previous experience. A top tip from us is to use the “Achieved X, as measured by Y, by doing Z” formula (credit: Laszlo Bock, ~2014) to give a really clear picture of what you’ve worked on. A final note: including links to your previous companies' websites is a huge help and allows us to truly understand your background! - Application care: every single application we receive is reviewed by a human (yes, hundreds of them) because we believe that candidates' efforts should be matched by an equal level of human care. This means that we expect a similar level of attention put into your application. Read and answer the application questions carefully, they make a huge difference in our decision-making process. - Profile to role fit: highlight most important aspects of the role, points that might get misunderstood, any specific industry requirements etc. ABOUT YOUR APPLICATION - English first. Since it's our company language, please submit your application in English. You’ll be using it a lot if you join us. - A fair look for everyone. Our talent team reads every single application to ensure the process is fair. To keep things running smoothly, we only accept applications through our system—our support team can’t pass on calls or emails. - Diversity drives us. We can only reach our goals if our team reflects the world around us. That starts with you hitting apply, even if you don't tick every single box. We encourage people from all backgrounds and experiences to join us. - Interview at your best. We want you to feel comfortable throughout the process. If you have any accessibility requirements or need a specific format, email belonging@pleo.io. We’ll design a process that works for you. - Your data is safe. When you apply, we process your personal data as a data processor. For more information on how Pleo processes personal data, read our Privacy Policy here https://www.pleo.io/en/legal. - Applying for multiple roles? Nothing is stopping you, and we assess every role independently. However, we do look for alignment, so make sure you can explain why your interest and experience are right for each specific role. - Reapplying. If you’re applying for the same role again, please wait six months from your last decision before hitting submit.