Customer Onboarding Manager- Spanish 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 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.

Show me the benefits!

• Your own Pleo card (no more out-of-pocket spending!)
• Lunch is on us for your work days - enjoy catered meals or receive a lunch allowance based on your local office
• Comprehensive private healthcare - depending on your location, coverage options include Vitality, Alan or Médis
• We offer 25 days of holiday + your public holidays
• For our Team, we offer both hybrid and fully remote working options
• We use MyndUp to give our employees access to free mental health and well-being support with great success so far
• 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

The interview process

We want to ensure you are set-up for success and understand what will be expected of you. If your application is successful, our interview process is as follows:

1. Intro call: A 30-minute chat with our Talent Acquisition Partner to discuss the role and your background.
2. Hiring manager interview: A 45-minute interview with our CX Onboarding manager to get to know each other, the role and your previous experiences
3. Challenge & Team Interview: We will send you a take-home task to showcase your onboarding strategy and data driven approach and invite you to a 60 min team interview to present your challenge and get to know part of the team
4. Final Interview: Final conversation with a senior leader

Transparency is important to us so we also wanted to share some insights about what we're looking for in applications to ensure you can set yourself up for success!

Last time we hired for this role, we received a vast amount of applications but only a few were selected for an intro call. Some of the key reasons why previous candidates didn't make it past the application screening stage include:

• CV writing and content: we receive a lot of CVs, and many of them are AI-generated. We love seeing people leverage AI-it's a big focus for us internally too-but without human intervention, these CVs can sometimes become generic and fail to show a candidate in the best light. What we're really looking for is the specific details of real impact that only you know from your previous experience. A top tip from us is to use the "Achieved X, as measured by Y, by doing Z" formula (credit: Laszlo Bock, ~2014) to give a really clear picture of what you've worked on. A final note: including links to your previous companies' websites is a huge help and allows us to truly understand your background!
• Application care: every single application we receive is reviewed by a human (yes, hundreds of them) because we believe that candidates' efforts should be matched by an equal level of human care. This means that we expect a similar level of attention put into your application. Read and answer the application questions carefully, they make a huge difference in our decision-making process.
• Profile to role fit: highlight most important aspects of the role, points that might get misunderstood, any specific industry requirements etc.

About your application

• English first. Since it's our company language, please submit your application in English. You'll be using it a lot if you join us.
• A fair look for everyone. Our talent team reads every single application to ensure the process is fair. To keep things running smoothly, we only accept applications through our system-our support team can't pass on calls or emails.
• Diversity drives us. We can only reach our goals if our team reflects the world around us. That starts with you hitting apply, even if you don't tick every single box. We encourage people from all backgrounds and experiences to join us.
• Interview at your best. We want you to feel comfortable throughout the process. If you have any accessibility requirements or need a specific format, email belonging@pleo.io. We'll design a process that works for you.
• Your data is safe. When you apply, we process your personal data as a data processor. For more information on how Pleo processes personal data, read our Privacy Policy here.
• Applying for multiple roles? Nothing is stopping you, and we assess every role independently. However, we do look for alignment, so make sure you can explain why your interest and experience are right for each specific role.
• Reapplying. If you're applying for the same role again, please wait six months from your last decision before hitting submit.