Director, Customer Success

About the role

Pleo is looking for a Director of Customer Success to own the strategy and execution for its mid‑market and up‑market segments. This transformation role will shape how the company retains, expands, and delivers long‑term value to its customers.

Key responsibilities

• Define and lead the Customer Success strategy for mid‑market and up‑market accounts, focusing on retention and expansion.
• Manage multiple Customer Success Manager teams through frontline managers, fostering clarity, accountability, and a coaching culture.
• Design and scale operating models including segmentation, engagement motions, success planning, account prioritisation, renewal readiness, and growth plays.
• Implement proactive risk management and health monitoring to minimise churn.
• Partner with Sales on renewals, account strategy, and coordinated customer engagement.
• Create scalable success motions for high‑growth customers while ensuring rapid value realization.
• Leverage data and portfolio insights to inform team priorities and strategic decisions.

Required profile

• Proven experience scaling a Customer Experience organization from SMB to enterprise.
• Demonstrated ability to lead and develop multiple teams of Customer Success Managers and frontline leaders.
• Strong collaboration skills with cross‑functional partners such as Sales, Product, Support, RevOps, Finance, and Marketing.
• Track record of driving retention, expansion, and long‑term customer value.

Required skills

What we offer

• Opportunity to shape a critical function at a fast‑growing SaaS company.
• Collaborative, inclusive culture with 850+ employees from over 100 nationalities.
• Impactful work influencing 40,000+ customers worldwide.