Customer Onboarding Manager

About the role

We're looking for a Spanish and English-speaking Onboarding Manager to join our CX Onboarding Team at Pleo. In this role, you will be responsible for overseeing the Onboarding process, performing onboarding, collaborating with customers and internal teams to ensure a seamless onboarding experience for mainly the Spanish and UK market. Your role will involve understanding customer requirements, configuring the software, providing technical support, and managing the project from start to finish, and work with an objective to make the customer successful and reference-able. You will also be part of a project that looks at scaling Onboarding and making it more self-serve. If you're excited about time to value, making customers successful from the start and continuously improving processes, then this is the opportunity for you! Who you'll be working with and reporting to You'll report to our Manager of CX Onboarding and work closely with teams in Sales, Adoption and Account Management. Our team of 8 is highly collaborative and dedicated to delivering the best start to Pleo possible for our customers. You'll also have the chance to partner with teams across Product to ensure long-term scalability of our Onboarding process.

Responsibilities

• As an Onboarding Manager, you will:
• Identify customer objectives, priorities, policies, systems, and rollout plans
• Align on project timeline, 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
• Maintain strong relationships, gather feedback and CSAT scores
• Assist in capturing testimonials or references
• Provide feedback and insights to product, development, and marketing teams
• Collaborate with stakeholders, share updates, address risks
• Ensure onboarding timeline and customer satisfaction
• Collaborate with our Product teams and gather feedback from self-serve customers to enhance our product-led onboarding journey
• Contribute to team projects and process improvements
• What you bring
• You'll thrive in this role if you have:
• Strong understanding of Pleo, B2B SaaS products, relevant technologies including configuration, integrations, and troubleshooting
• Good knowledge of accounting principles, financial workflows, and tax codes
• Excellent and successful customer facing experience
• Genuine curiosity for understanding and fulfilment of customer needs
• Strong and proven commitment to customer satisfaction and building relationships
• Excellent planning, prioritisation, and risk management abilities for simultaneous onboarding projects
• Strong problem-solving skills, with attention to detail
• Effective collaboration with cross-functional teams to drive success
• Willingness to adapt to changing requirements and staying updated with industry trends
• Fluency in Spanish and English are required for the role
• Why is this role a good fit for you
• This role is a good fit for you if:
• You enjoy owning a customer relationship and get genuine satisfaction from seeing a customer succeed because of work you did
• You're comfortable sitting at the intersection of technical and commercial: you can talk accounting integrations and tax codes with a finance team one hour, then present an onboarding roadmap to a C-suite the next
• You're fluent in both Spanish and English and want to use both languages meaningfully in your day-to-day work, not just as a checkbox requirement
• This role is not a good fit for you if:
• You prefer deep specialist work over breadth, this role asks you to context switch constantly across customers,

Benefits

Additional Information

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.

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