Original listing text, shown exactly as published by the company.
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.
What you’ll be doing
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, markets, and internal team simultaneously
- You want a stable, well-defined process to follow, a core part of the role is actively improving and scaling onboarding, so ambiguity is a feature, not a bug
- You find a purely reactive customer support fulfilling enough, this role expects you to proactively consult, challenge, and push customers towards better outcomes, not just responde to their requests
How you’ll develop in this role In your first 6-12 months at Pleo, you’ll
- Lead end-to-end onboarding projects for customers in the Spanish and UK markets, building the muscle for managing multiple simultaneous rollouts with different timelines, scopes, and integration requirements
- Collaborate with the product team to surface patterns from self-serve customers, directly influencing how Pleo's product-led onboarding journey evolves
- Grow your skills in scalable customer success, contributing to team projects that move Onboarding from high-touch to self-serve, giving you experience that sits well beyond a traditional Onboarding Manager remit
The location
Please note: We can hire on a remote, hybrid or in-person set-up in any of the locations listed on the advert but you will need to be physically based in the country of your choice with a valid right to work. We are unable to offer visa sponsorship for this role in any of the listed locations.
