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.