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Manager, Customer Success: DACH

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Pleo

2mo ago

  • Job
    Full-time
    Senior Level
  • Customer Relations
    People, HR & Administration
  • Germany, +10
    Remote

AI generated summary

  • You have strong Customer Success experience, proven team leadership in B2B SaaS, exceptional customer focus, organizational skills, and familiarity with CS/CRM tools. Software experience is essential.
  • You will hire and develop a top-notch CSM team, collaborate with internal teams, manage key metrics, and advocate for an exceptional customer experience while supporting Mid-market and Enterprise clients.

Requirements

  • This is not an entry level position. We need someone with strong background in Customer Success and a proven track record leading a team
  • Proven experience in building and managing a high performing team in B2B SaaS companies
  • Excellent people leader, able to hire, inspire, hold accountable and develop an elite team
  • Passionate about providing an exceptional customer experience with a list of examples for how you stand out from the crowd
  • You are a strong team player, self-starter who thrives in a fast-paced, and high growth start up experience
  • Outstanding organisational and project management skills, and the ability to manage multiple tasks and requests
  • Experience with CS and CRM tools (Hubspot, Salesforce, CS tools, Data Visualization, etc.)
  • Software experience is a must, SaaS experience is ideal

Responsibilities

  • Hire, coach and develop the most amazing CSM team this world has ever seen!
  • Partner with other CSM and leaders across Pleo to further refine structure, systems, and resources to successfully support our Mid-market and Enterprise customers. Own your team's metrics (net retention, product adoption, customer advocacy, you know as you’ve done this before) and drive the plan to and exceed our expectations.
  • Work closely with internal teams (Support, Marketing, Sales, Product) to align priorities, collaborate on customer needs and opportunities, and deliver early and increasing value over time.
  • Advocate for the best customer experience. Be the guiding-light for your team and to other Pleoers when it comes to serve as the customer's advocate.

FAQs

What is the location for this role?

This role can be based in Amsterdam, Berlin, Copenhagen HQ, Lisbon, London, Madrid, or can be performed remotely.

What team will I be joining as a Manager of Customer Success?

You will be joining the Customer Experience team.

What is the main responsibility of the Manager, Customer Success in the DACH region?

The main responsibility is to manage a team of Customer Success Managers (CSMs) who oversee day-to-day operations and long-term business relationships with Mid Market customers.

How many people will I be managing in this role?

You will be managing a team of 5 Customer Success Managers.

What kind of experience is required for this position?

A strong background in Customer Success with a proven track record of leading a team in B2B SaaS companies is required for this position.

Are there specific skills required for this job?

Yes, strong leadership, organizational, and project management skills are required, along with experience in CS and CRM tools such as HubSpot and Salesforce.

Is fluency in German required for this role?

Yes, confidently fluent German is required for this role.

What values does Pleo uphold that are relevant to this position?

Pleo values championing the customer, succeeding as a team, making it happen, and building to scale, which are essential for the Manager of Customer Success role.

What kind of candidate is Pleo looking for?

Pleo is looking for an experienced people leader with a customer-obsessed mindset who can inspire, hold accountable, and develop an elite CSM team.

How can I apply for the position?

You can submit your application through Pleo's application system, ensuring that you attach your resume, cover letter, and any other required details.

What should I do if I have questions about accessibility needs for interviews?

You should reach out to Pleo’s support regarding accessibility needs for interviews.

What is the interview process like for this position?

The interview process includes multiple stages: initial calls, a challenge task, a team interview, and a final interview with leadership.

Why is it important for my application to be in English?

English is the company language at Pleo, and you will be using it frequently if you join the team.

Can I apply for more than one position within Pleo?

Yes, you can apply for more than one position at Pleo.

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Pleo

Smart company cards. Automated expense reports. Out-of-pocket expenses. One solution for all your company spending.

Finance
Industry
501-1000
Employees
2015
Founded Year

Mission & Purpose

Pleo is a company that provides expense management and company card solutions for businesses. Their ultimate goal is to simplify and automate expense management processes, making it easier for businesses to handle expenses and financial transactions. Pleo's purpose revolves around offering a user-friendly platform and business cards that enable employees to make company purchases conveniently, while also providing businesses with real-time expense tracking and control. Through their services, they aim to improve financial transparency, enhance efficiency, and empower businesses to manage their expenses effectively, ultimately facilitating smoother financial operations for companies of all sizes.

Benefits

  • Healthcare provider in your country

  • 25 days leave

  • Flexible working hours: agree with your manager + block out your calendar

  • Wellbeing days when you need them

  • 24 weeks fully paid parental leave for primary caregiver