GTM Operations Manager

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 GTM Operations Manager to join the GTM Strategy & Programs team and help shape how we deliver value to customers at scale. This role is focused on sustainable revenue optimisation, with a primary emphasis on revenue retention and customer success, and broader scope across expansion and new business go-to-market initiatives. You’ll work at the intersection of GTM strategy, revenue operations, and technology, taking ideas from concept through to execution. You’ll identify where our customer and revenue motions can work better, design data-backed solutions, and build the operational systems required to launch and scale them. While Customer Success is your core lens, your remit spans the full GTM lifecycle. This is not a traditional operations role. You’ll operate with a GTM Engineer mindset - combining systems thinking, automation, AI, and experimentation to turn strategy into scalable execution - while also helping elevate GTM capabilities across teams through coaching and best-practice sharing. If you enjoy diagnosing complex problems, building modern GTM systems, and driving measurable business impact, this role offers meaningful ownership and influence. Who you’ll be working with and reporting to You’ll report to the Director of GTM Strategy & Programs, and the role sits within the Revenue Operations function at Pleo. You’ll be working closely with teams in Revenue Operations, Customer Success, Commercial Product and Data. You’ll act as a GTM operator and strategic partner, connecting teams, systems, and insights across the customer lifecycle. What you’ll be doing Diagnose & design Identify root-cause friction points and inefficiencies across the customer journey using data, customer insight, and commercial context Originate and shape GTM initiatives that improve customer experience, retention, expansion, and revenue efficiency Build clear, data-backed business cases to influence prioritisation and decision-making Build & experiment Design and run GTM experiments across processes, tooling, operating models, and AI-driven approaches Define, track, and analyse key GTM and Customer Success metrics (e.g. retention, expansion, health scores, time-to-value) Build dashboards and reporting that turn complex data into actionable insights Scale, enable & lead Design and implement scalable operating models for GTM success, primarily in Customer Success with broader GTM scope Evolve the GTM technology stack with Commercial IT, including automation and orchestration layers Leverage AI and automation to improve consistency, responsiveness, and scalability across customer-facing workflows Develop automated GTM processes and campaigns to support: Revenue retention and churn reduction Expansion and upsell motions Targeted growth and new business opportunities Act as a GTM engineering thought partner, coaching team members on experimentation, automation, and data-driven execution Lead and program-manage cross-functional GTM initiatives from ideation through rollout Establish playbooks, documentation, and operating rhythms to support consistent execution Evaluate and implement emerging GTM technologies and practices to maintain a competitive advantage What you bring You’ll thrive in this role if you have: 5–10 years’ experience in Revenue Operations, GTM Strategy, GTM Operations, or similar roles within a SaaS or high-growth B2B environment Strong understanding of B2B SaaS GTM models and customer lifecycle management Hands-on experience building and scaling GTM systems, workflows, and automation Proven ability to use data and analytics to build root-cause business cases, inform decisions, and driven outcomes Experience running high-velocity, targeted GTM initiatives, with or without AI-powered tooling Comfort working across strategy and execution - from high-level