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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in Customer Success within the SaaS industry, focusing on customer relationship management, adoption strategies, and process optimization. Proficient in collaborating with cross-functional teams to enhance customer experience and drive product adoption.
Highest-signal resume keywords
Customer Success ManagementAccount ManagementSaaS Industry ExperienceCustomer Relationship BuildingUpselling and Cross-Selling
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer Health MeasurementProcess OptimizationProduct Adoption StrategiesCustomer Feedback AnalysisRelationship Management
Soft Skills
CollaborationAdvisory SkillsProblem-SolvingCommunicationTime Management
Tools & Technologies
IntercomEmail CommunicationWeb Chat Platforms
Industry Keywords
FintechSMBMid MarketCustomer AdvocacyCustomer Experience
About the role
Key responsibilities & impact- Nurture customers and process expansion opportunities from the customer base
- Advise customers as a trusted product advisor and business consultant on creating effective processes with Pleo
- Own the post-onboarding adoption journey for a customer portfolio
- Collaborate with Product, Services & Solutions, Marketing, Customer Support and other internal stakeholders to improve customer experience
- Receive, qualify and triage inbound communications via email, Intercom/web chat and other channels
- Cultivate key customers as advocates of Pleo and the fintech community
- Manage day-to-day operations and long-term customer relationships
- Measure health scores and product/feature adoption, and proactively prevent customer churn
- Connect customer feedback with the Product team to optimise product-market fit
- Lead customer adoption projects during the first six months
- Improve customer experience processes and feedback loops with Customer Success and Product teams
- Develop relationship management and upselling strategies
Requirements
What you’ll need- 5+ years of prior experience in account management, sales or customer success roles
- Fluent in English
- Experience or strong interest in Customer Success in the SaaS industry
- Ability to advise customers on processes and optimise the value of software solutions
- Ability to operate in a fast-paced, high-volume, high-velocity environment
- Ability to manage multiple initiatives and customer-facing activities
- Ability to pursue upselling, cross-selling and account expansion opportunities
- Ability to build long-term relationships with SMB and Mid Market customers
- Ability to collaborate with Customer Success, Product, Onboarding, Account Management, Sales, Marketing, Customer Support and other internal teams
- Ability to proactively manage customer health, adoption and retention
Benefits
Comp & perks- Your own Pleo card
- Catered meals or a lunch allowance for work days
- Comprehensive private healthcare, with coverage options depending on location (Vitality, Alan or Médis)
- 25 days of holiday plus public holidays
- Hybrid and fully remote working options
- Option to purchase 5 additional holiday days through salary sacrifice
- Free mental health and well-being support through MyndUp
- Paid parental leave