Working in customer success requires a combination of many skills. From sales to data science to product management and, of course, being able to talk to people – all coming together with the goal of making real value exist for all your customers.
With a company vision of making everyone feel valued at work, having a solid customer success department is crucial. Without our customers, we wouldn’t be where we are today.
And we love those happy customer vibes – here’s a snippet from our G2 page:
“...Worth mentioning is the quick, kind and helpful customer service. They supported us in our onboarding and whenever we had questions.”
Customer Success at Pleo is split into Customer Support and Customer Experience teams, with Digitally Lead and Renewal & Expansion under those umbrellas, represented across our six markets (and counting – we’re hiring!).
To learn more about what the customer experience looks like at Pleo, we chatted to: Søren Moesgaard, Regional Manager, Customer Success Nordics & DACH; Aoife Ryan, Customer Education Program Manager; Stina Grahn, Enterprise Customer Success Manager for Sweden and Jacob Schioldan, Customer Success Team lead for Denmark.
What does your day-to-day look like?
“As a Customer Education Success Manager, I’m here to ensure that all of our customers have everything they need to get the most out of our product and service – through content, self-service, and helping them out on our platform,” says Aoife.
“It’s my responsibility to make sure all Swedish customers are getting a good start with Pleo”, Stina explains. “I help them set up goals for how they want to use our product and ensure they reach those goals.”
What’s a memorable experience you’ve had being a part of the CS team?
“I was a part of the huge project of replacing about 50,000 cards when we switched from prepaid cards to commercial ones so our customers would have an even better experience”, says Aoife. “It was a real achievement!”
And for Søren, it has to do with Pleo’s market expansion.
“We’ve set up really successful CS teams in Sweden, Germany and Spain – and that’s makes me really proud to see how we’ve taken that Pleo DNA and we’re now expanding it to the rest of the markets as we enter.”
What makes Pleo’s Customer Success team unique?
“If I had to describe the Pleo CS team in one word it would be dynamic – you need to have a lot of different skill sets since you’re working in an internal team but also representing yourself and Pleo outwards to all of our customers every day”, says Aoife.
“I’ve worked in three different CS teams before Pleo and have never experienced such diversity before. There are so many different backgrounds and perspectives on the team”, adds Jacob. “We put a lot of focus and time on hiring the right people, hence our good company culture.”
“The culture in the team is very open. We are a team of empathetic and driven people who work really hard to do our best for our customers, and at the same time, continuously develop the product,” says Stina.
What does a good customer experience look like to you?
“Good customer experience is about feeling”, says Aoife. “You can say and do all the right things, but it’s leaving the customer with a really good feeling afterwards…for me, a great customer experience is someone walking away with a smile on their face and feeling like they’ve been heard and listened to.”
“A good customer experience is when the customer gets more than what they expected – it’s all about creating healthy customer relationships,” says Jacob.
“We’ll do what it takes to go above and beyond our customer’s expectations. We want our customers to actually tell others about their experience with Pleo with the world,” adds Søren. “Not only with the product, but with the people they’ve engaged with along the way.”
Working at Pleo means you're working on something very exciting: the future of work.
Speaking to, educating and successfully helping customers forward is just one way we’re going to reach our mission of being the go-to spending solution for teams everywhere.
Check our Careers page and apply for any of our open roles. We look forward to hearing from you!
You might enjoy...
Meet the team focusing on launching our new Sales development function – and tasting all the pastel de natas in Lisbon.
The transition from start-up to scale-up is a journey full of obstacles and opportunities.