Customer Success Manager (German speaking)

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 German-speaking Customer Success Manager to join our Customer Experience team at Pleo. In this role, you'll help own a portfolio of customers to drive adoption and deliver measurable outcomes and be part of the Customer Success Management team as we scale our proactive relationship management and data-driven interventions. If you're excited about optimising customer journeys and solving complex process pain points and are passionate about fintech and customer excellence, then this is the opportunity for you! WHO YOU'LL BE WORKING WITH AND REPORTING TO You'll report to our Customer Experience Country Manager and work closely with teams in Product, Support and Implementation. Our team is highly collaborative and dedicated to securing renewals and preventing churn through strategic coordination. WHAT YOU'LL BE DOING As a Customer Success Manager, you will: - Drive adoption, leading targeted enablement and one-to-many programmes to ensure customers are getting maximum value from the Pleo product. - Align customer objectives with product capabilities, setting clear milestones and KPIs to track progress. - Use health scores and product adoption metrics to proactively identify risks and execute mitigation plans to prevent churn. - Ensure stakeholders are prepared for upcoming product releases and process updates through clear, structured communication. - Categorise and disseminate customer insights to Product and Operations to inform service improvements and the product roadmap. Tech stack context: We currently have automated health scoring, and you can expect to work with the following tech stack: HubSpot, Vitally, Slack, and Notion. WHAT YOU BRING You'll thrive in this role if you have: - Demonstrable experience and impact equivalent to 2+ years in Customer Success roles. - Fluency level in German and English (both required for the role). - A proactive and goal-oriented mindset, driving your own tasks to meet targets without constant supervision. - Strong consultative skills and the ability to be a trusted business advisor to customers. - An open, positive, and contagious energy that influences both customers and colleagues. - A true enjoyment for helping others scale and improve, dedicated to customer growth. - Excellent empathy and communication skills, capable of connecting with customers on an emotional level. - A passion for continuous improvement, always seeking to optimise processes and results. - Experience in a fast-paced, dynamic environment with varied tasks, from customer calls to internal product meetings. HOW YOU'LL DEVELOP IN THIS ROLE IN YOUR FIRST 6 MONTHS AT PLEO, YOU'LL: - Lead the adoption strategy for your assigned portfolio to drive measurable impact in customer health and product usage. - Collaborate with the product team by sharing cust