CSM - Customer Success Manager - German speaker (Hybrid Remote Policy)

As a Customer Success Manager at Brevo, your responsibilities include engaging with enterprise clients, establishing critical goals and KPIs, proactively monitoring user performance to enhance product adoption, and shaping marketing strategies that support client objectives. You will also advocate for customers within the organization and contribute valuable insights to the product team. Tracking progress and identifying growth opportunities within your portfolio are also essential aspects of the role.

To succeed as a Customer Success Manager at Brevo, candidates should possess at least 3 years of relevant experience in Customer Success Management or Digital Marketing, alongside a strong ability to manage customer needs effectively. Proficiency in German (native level) and excellent command of English (C1/C2) are crucial. Strong communication and presentation skills, a data-driven approach, and the ability to collaborate across teams are also vital for this position.

Brevo offers various learning and development opportunities for Customer Success Managers, allowing you to refine your skills and grow professionally. This includes access to training programs, mentorship, and participation in committees focused on social and environmental matters. Additionally, Brevo fosters a supportive environment that values collaboration, encouraging CSMs to share their knowledge and insights with each other.

At Brevo, Customer Success Managers enjoy a vibrant and collaborative work environment tailored for success. With a hybrid remote policy, you're empowered to work from home or at our modern office in Berlin, which includes a gaming room for relaxation. We celebrate team spirit and often engage in social activities, such as Pizza Wednesdays and monthly breakfasts, making it a fun and engaging place to work.

Brevo values its employees and their career growth. As a Customer Success Manager, you'll have opportunities for advancement into senior roles or specialized positions within customer service or marketing. The company actively supports career progression through regular performance reviews, tailored professional development plans, and access to diverse internal networks across the organization.

To establish goals and KPIs for clients, I start by thoroughly understanding their business objectives and desired outcomes. Conducting collaborative discussions helps pinpoint specific metrics that align with their goals. I ensure that these KPIs are measurable, attainable, and relevant, and I set regular check-ins to track progress and recalibrate as necessary.

In my previous role, I identified a client whose product adoption was stagnant. By conducting an in-depth analysis of their usage patterns and gathering feedback, I devised a tailored training program that addressed their specific needs. This approach not only boosted product adoption rates but also strengthened our relationship, as they saw immediate improvements in their results.

In challenging situations, my first step is to listen actively and empathize with the customer's concerns. I then assess the issue to understand its root cause and initiate a problem-solving process that includes proposing actionable solutions and seeking feedback. Keeping an open line of communication is crucial to restoring trust and ensuring customer satisfaction.

To monitor client KPIs effectively, I leverage data analytics tools to track relevant metrics in real time. Regular meetings with clients are also essential for discussing KPI progress and gathering qualitative feedback. By establishing a dashboard that clients can access and reviewing data frequently, I maintain transparency and proactively address any concerns.

I prioritize tasks by evaluating the urgency and impact they have on client success. I maintain a workflow system using tools to categorize tasks based on deadlines and strategic importance. Regularly reviewing client needs helps me adjust my focus dynamically to ensure every portfolio account gets the attention it deserves.

Building and maintaining relationships with clients begins with regular communication and trust-building. I establish a rapport by consistently checking in, being transparent, and showing genuine interest in their business. Additionally, providing valuable insights tailored to their needs reinforces the relationship and positions me as a trusted advisor.

I advocate for customer needs by collecting feedback systematically and analyzing pain points that surface during client interactions. I then communicate these insights to the relevant departments, aligning customer requirements with company goals to drive product improvements and tailored solutions that solve real customer issues.

To measure the success of my customer success strategies, I rely on a combination of quantitative metrics like customer retention rates, product adoption levels, and qualitative feedback gained through customer surveys. I also analyze any increases in customer satisfaction scores and net promoter scores to assess the overall impact of my efforts.

In such situations, I would first reach out to the client to discuss their concerns. It's crucial to listen actively and show empathy while gathering details about the issue. I would then work collaboratively to develop a plan to address their complaints, ensuring they feel heard and valued throughout the process.

I utilize various CRM tools to track client interactions and engagement metrics effectively. Regular emails, newsletters, and personalized check-ins are part of my strategy, along with hosting webinars or training sessions. Engaging customers through value-added content also maintains their interest and strengthens our partnership.