Director, Customer Success (Large & High Growth)

About the role

We're looking for a Director, Customer Success, Large and Hight Growth to join our Customer Experience team at Pleo. In this role, you'll lead the Customer Success strategy, operating model, and team performance for a portfolio of large, high-growth customers. You'll be responsible for building and leading multiple teams of Customer Success Managers focused on driving customer outcomes, retention, expansion, and long-term strategic value. This role is ideal for a Senior Customer Success leader who knows how to scale high-performing teams, build strong customer - facing operating rhythms, and lead in a fast-paced, growth environment. You should bring deep experience working with a large customers, a strong background in the technology vertical, and a proven track record of delivering measurable customer and commercial results. You will play a critical leadership role in how Pleo supports strategic and growth-stage customers- ensuring we deepen relationships, accelerate time-to-value, proactively manage risk, and create strong alignment across Customer Success, Support, Product, Sales and the broader business Who you'll be working with and reporting to You'll report to our VP of Customer Experience and work closely with leaders across Customer Support, Onboarding, Program Management and Operations, Product, Sales, RevOps, Finance and Marketing. You'll led multiple teams of Customer Success Managers and frontline people leaders, creating strong execution, consistency, and accountability across the large and high-growth customer segment. You'll also partner closely with cross-functional teams to ensure customer priorities are understood, customer risk is addresses early, and the overall customer experience supports both retention and growth.

Responsibilities

• As a Director, Customer Success, you will:
• Lead the Customer Success strategy for large and high-growth customer, ensuring the team is focused on customer outcomes, value realisation, retention, expansion, and long-term relationship strength
• Lead multiple teams of Customer Success Managers though frontline managers or team leads, creating clarity, accountability, strong coaching, and consistent performance
• Build and scale the operating model for managing large and high-growth customers, including segmentation, engagement motions, success planning, account prioritisation, renewal readiness, and growth plays
• Drive customer health, retention, and expansion performance by building proactive risk management, better visibility into account health, and stronger execution across the customer lifecycle
• Partner closely with Sales and Account teams to ensure smooth transitions, aligned account strategy, and coordinated customer engagement across renewals and growth opportunities
• Create stronger success motions for high-growth customers that balance scale with meaningful engagement and ensure customers are positioned to realise value quickly
• Use data and operational insight to drive decisions across customer health, portfolio performance, team productivity, retention trends, and commercial outcomes
• Partner cross-functionally with Product, Support, and Operations to address recurring friction, improve customer experience and advocate for the needs of strategic customers
• Strengthen talent, leadership capability, and team development across the Customer Success organisation by raising the bard on coaching, execution discipline, and customer-centric leadership
• Own business rhythms and reporting for the segment, including forecasts, risk reviews, performance reviews, executive updates, and action planning
• Contribute to broader Customer Experience strategy as a senior leader, helping shape how Pleo scales service, success, and customer outcomes across the business
• To put things into context, in this role,

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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