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Manager, Digital Scaled Onboarding
Full-time
Pleo builds spend management solutions that make managing money seamless for finance teams and employees, serving 40,000+ customers with a team of 850+ people from over 100 nationalities.
About the Role
We're looking for a Manager, Digital Scaled Onboarding to join our Customer Experience organisation. You'll lead a Lisbon-based team of digital-first Onboarding Managers responsible for helping high volumes of customers implement, adopt and begin realising value from Pleo. You'll own and evolve an onboarding model that is approximately 70% digital and 30% hands-on, using human engagement intentionally where complexity, risk, customer value or adoption signals require it. You'll report to the Director of Scaled Customer Success and Onboarding.
What You'll Be Doing
Lead a team of digital-first Onboarding Managers managing high-volume customer onboarding through a blend of digital and human engagement.
Own the 70% digital and 30% hands-on onboarding model, ensuring customers receive the right support based on complexity, value, risk, behaviour and lifecycle stage.
Define and evolve the scaled onboarding strategy, including customer segmentation, engagement paths, digital journeys and intervention points.
Improve the onboarding journey, develop the team, increase digital engagement and ensure customers transition into Customer Success with strong adoption.
Who You Are
Experience leading customer-facing teams in a SaaS or technology environment.
Strong understanding of digital onboarding, customer lifecycle management and scaled engagement models.
Able to combine people, process, content, data, automation and AI to create a faster, more consistent path to value.
