CSM - Customer Success Manager - German speaker

As a Customer Success Manager at Brevo, you'll engage with clients to establish critical goals and KPIs, proactively monitor their performance, and work closely with different departments to help them achieve their objectives. You will also advocate for the customer, driving valuable insights back to our product team, and identifying and nurturing growth opportunities within your portfolio.

To be successful as a Customer Success Manager at Brevo, you should possess at least 3 years of relevant experience in customer success or digital marketing. Strong presentation and communication skills in German (native-level) and English (C1/C2) are essential, along with a customer-centric focus and a proven track record of achieving targets.

Brevo fosters an environment of continuous learning for Customer Success Managers. With access to resources like English and French classes, Udemy courses, and a clear promotion track, you'll have tools at your disposal to grow your career while being part of a dynamic team which values collaboration and knowledge sharing.

Brevo’s work culture is international, collaborative, and inclusive, prioritizing balance and well-being. As a Customer Success Manager, you'll benefit from a flexible working schedule, opportunities for remote work, and a supportive environment that encourages personal and professional growth. Every team member has a voice in contributing to our shared goals.

Customer Success Managers at Brevo enjoy a robust benefits package, including meal vouchers, private health care, RTT, global company offsites, and various wellness programs. Our CSMs also receive a relocation package and can participate in initiatives that promote sustainability and team wellbeing.

In such a scenario, I would first reach out to the customer to understand their concerns fully. Listening actively is crucial. Then I would work collaboratively with internal teams at Brevo to address their issues promptly and effectively, ensuring they feel valued and heard throughout the resolution process.

I prioritize tasks based on urgency and impact. For instance, addressing customer concerns that could lead to churn takes precedence. I also use tools to track KPIs to ensure that I am aligned with clients' goals and can identify key opportunities for further engagement and assistance.

Certainly! In my last position, I managed a project that involved onboarding a major client with complex needs. I coordinated across multiple internal teams, set clear expectations with the client, and provided continuous support, leading to a successful launch that exceeded their initial goals and increased their engagement with our product.

I measure customer success through key performance indicators that reflect their engagement and satisfaction levels. This includes tracking usage metrics, understanding customer feedback, and analyzing the impact of our solutions on their business growth and goals.

When faced with a challenging client relationship, I believe in maintaining open lines of communication to build trust. I would actively seek feedback to understand their perspective and work collaboratively to find a path forward, focusing on solutions rather than problems.

I adapt my approach by first assessing the unique needs and circumstances of each customer. This involves understanding their business goals, industry challenges, and communication style so that I can tailor my recommendations and support in a way that resonates with them.

To drive product adoption, I employ strategies such as regular check-ins to offer guidance, educational resources tailored to their specific use cases, and sharing best practices and success stories from other clients in their industry. This aids in illustrating the value of the product in their business context.

To ensure a seamless transition during onboarding, I create a structured onboarding plan that includes clear timelines, checkpoints for feedback, and resources provided at each stage. This collaborative approach keeps the customer engaged and informed, setting the right tone for our relationship.

I find CRM tools invaluable for monitoring relationships and tracking interactions. Tools like Salesforce or HubSpot help keep customer histories organized, while communication tools ensure that I can maintain continuous dialogue with clients, helping me stay aware of their evolving needs.

I advocate for the voice of the customer by consistently gathering feedback and insights during my interactions. I share this information with the relevant teams at Brevo to ensure our product development aligns with customer needs, fostering a culture of customer-centric decision-making.