Customer Success Enablement Manager
Location: Lisbon
Team: Operations Excellence
Cash is old school. Out-of-pocket expenses suck. Workplaces need to be more trusting, progressive and – that's right, we're gonna say it – fun. The Pleo product ends out of pocket spending and gets rid of the outdated manual expensing process. The best part is when you join us you become a user of Pleo too!
Pleo's GTM Enablement team is on a mission. Of course we are, everyone's on a mission at a company growing as fast as Pleo.
We already have a team of Customer Success (CS) superstars, now we need a Customer Success Enablement Manager to unlock even more of their potential. In this role, you'd be developing the skills, knowledge and content to ensure our customer-facing professionals make the most of every interaction. We aim to deliver a world-class buyer experience, to drive growth, adoption, retention and customer satisfaction. And we want to do it all at scale. Yeah, we're ambitious – but we're hoping you are too.
You will be reporting to the Director of GTM Enablement and you will be owning and managing all CS related enablement programs starting from when a CSM first joins and throughout their career at Pleo.
The Enablement team's mission is to transform our customer-facing professionals into trusted partners by making them relevant, valuable and differentiating in every interaction with our prospects and customers. We aim to deliver a world-class buyer experience, to drive product adoption and prevent churn, boost spending and customer satisfaction and for this we need to ensure that every customer-facing professional has the skills, knowledge, process expertise and content.
What's the role?
Facilitate and manage new hire onboarding through on-demand, virtual, and live training sessions.
Support the creation and delivery of training and content for CS processes and methodologies (for Implementation, Adoption, Performance), and tools by working closely with subject matter experts across the organisation.
Partner with CS Managers to determine the knowledge and skills gaps on the support team.
Work closely with the Enablement team, participate in all facets of Enablement including process optimisation, research & content strategy.
Contribute to other ad hoc / tactical enablement team projects and programs.
Assist with development of learning and enablement surveys and analysis.
Support with the identification of skill gaps, recommendation for program development, and executing against Field Enablement strategic priorities.
What we need from you on your first day:
3+ years of experience in Customer Success Enablement or 3+ years of experience as a Customer Success Manager with good experience in Customer Success best practices, processes and methodologies.
Have experience building and maintaining onboarding programs and hands-on experience with Customer Success tools as a user or administrator.
Good communications skills including presenting, editing, and writing as well as accuracy and attention to details.
Proven ability to design and deliver effective content via on-demand and in-person.
Basic working knowledge in Learning /Content Management System administration (e.g. Showpad, Highspot, Brainshark, Seismic, MindTickle, etc.) and e-learning creation (e.g. Articulate 360).
Proficient with screen recording software, to edit recordings, webinars and produce bite-sized instructional content.
Curiosity & desire to learn new skills and step into unknown challenges.
Team player who has the ability to get buy-in across departments and seniority levels.
Show me the benefits!
Your own Pleo card (no more out-of-pocket spending!)
Lunch is on us - with catering in our Lisbon, Copenhagen and London offices or a monthly lunch allowance paid directly together with your salary in other markets.
Private health insurance (is offered in most locations), to ensure you're fit in body and mind to do your best work.
25 days of holiday (or 28 days if you are in Germany) + your public holidays.
For our commercial teams we do 3 days in office and 2 days at home weekly.
Option to purchase 5 additional days of holiday through a salary sacrifice.
Wellbeing days - fully paid days off designed for a slower pace, allowing you to take time to recharge and prioritise self-care.
Access to LinkedIn Learning - acquire new skills, stay abreast of industry trends and fuel your personal and professional development continuously.
Paid parental leave - we want to make sure that we're supportive of families and help you feel that you don't have to compromise your family due to work.
All of us have a stake in Pleo's success - ask us about our equity grants.
Why join us?Working at Pleo means you're working on something very exciting: the future of work. Our mission is to help every company go beyond the books. Pleo itself means 'more than you'd expect', and it's been the secret to our success over the last 8 years. So it's only fitting that we'd pass this philosophy onto our customers to help them make the most of their finances.
We think company spending should be delegated to all employees and teams, that it should be as automated as possible, and that it should drive a culture of responsible spending. Finance teams shouldn't be siloed from the rest of the organisation – they should work in unity with marketing, sales, IT and everyone else.
Speaking of working in unity, our values tell the story of how we work at Pleo. We have four core values, the first of which is 'champion the customer', which means we address real pain points that businesses face. Next up is 'succeed as a team', which highlights how our strength lies in our diversity and trust in each other. We also 'make it happen' by taking bold decisions and following through to deliver results. Last but not least, we 'build to scale', creating lasting solutions that address today's challenges and anticipate tomorrow's needs.
So, in a nutshell, that's Pleo. Today we are a 850+ team, from over 100 nations, sitting in our Copenhagen HQ, London, Stockholm, Berlin, Madrid, Montreal and Lisbon offices —and quite a few full-time remotes in 35 other countries! Being HQ'd out of Copenhagen means we're inspired by things like a good work-life balance. If you don't work in the office with us, we'll help you set up the best remote setup possible and make sure you still have time to connect with your team.
About your application
Please submit your application in English; it's our company language so you'll be speaking lots of it if you join.
We treat all candidates equally: If you are interested please apply through our application system - any correspondence should come from there! Our lovely support isn't able to pass on any calls/ emails our way - and this makes sure that the candidate experience is smooth and fair to everyone.
We're on a mission to make everyone feel valued at work. That's only achievable if our team reflects the diversity of the world around us - and that starts with you, hitting apply, even if you are worried you might not tick all the boxes! We embrace and encourage people from all backgrounds to apply - regardless of race/ethnicity, colour, religion, nationality, gender, sex, sexual orientation, age, marital status, disability, neurodiversity, socio-economic status, culture or beliefs.
When you submit an application we process your personal data as a data processor. Find out more about how your data is used in the FAQs section at the bottom of our jobs page.
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