Customer Success Manager, North America

As a Customer Success Manager at Brevo, your primary responsibility is to ensure that clients derive maximum value from our CRM platform. You will manage a portfolio of new and existing clients, guiding them through onboarding and supporting their growth through tailored training and demos. Your role will also involve regularly communicating with clients to address their needs and collect feedback which can help shape our product and marketing strategies.

To be considered for the Customer Success Manager role at Brevo, you should have at least 2 years of relevant experience in customer success management. Experience in CRM or MarTech is preferred. Strong communication and presentation skills are crucial, along with the ability to understand and manage complex customer needs. A proactive attitude and a data-driven approach to problem-solving will also greatly contribute to your success in this role.

Being a Customer Success Manager at Brevo entails several key skills including strong customer-centric focus, effective communication, and excellent presentation abilities. You should be adept at understanding complex marketing strategies and be capable of driving results across various departments. A collaborative spirit, along with a proactive and efficient mindset, will help you thrive in our dynamic environment.

At Brevo, you can expect a vibrant, collaborative work environment that values flexibility and work-life balance. The company fosters an inclusive culture where diverse ideas are welcomed and innovation is encouraged. You'll have the option for remote work or a hybrid model, supporting a workplace that promotes both personal and professional growth.

Brevo is committed to fostering the growth of its team members. As a Customer Success Manager, you'll have access to numerous opportunities for professional development, including training programs, mentorship opportunities, and the chance to work with international teams. Brevo also encourages team outings and activities that can bolster your skills and networking within the company.

Highlight your relevant experience, focusing on your customer-centric approach and specific projects you've worked on. Explain how you’ve managed client relationships and driven value for those clients through tailored solutions.

Discuss your structured onboarding process, emphasizing the importance of understanding the client's business needs. Explain how you would educate them on the platform while ensuring a seamless transition into their use of Brevo’s tools.

Talk about regular check-ins, gathering feedback, and continuously offering value through updates and training. Mention specific methods for measuring client satisfaction and how you have used that data to improve client relationships.

Provide a situation where you took initiative to address a customer's problem. Describe the steps you took to solve the issue, the outcome, and what you learned from the experience that will help in your future role at Brevo.

Explain your communication style and the importance of teamwork across sales, product, and marketing. Give examples where collaboration led to improved customer outcomes and enhanced product features.

Discuss how you’ve utilized data analytics in your decision-making process to gauge customer health and profitability. Offer examples of how you interpreted data to drive strategic initiatives for your clients.

Indicate the methods you employ to stay informed, such as attending industry conferences, participating in webinars, or networking with peers in the field. Stress the importance of continuous learning to better serve clients.

Emphasize your belief that clear, open communication is vital. Discuss how you build relationships through regular updates, feedback solicitation, and by being an approachable resource for your clients.

Elaborate on how you analyze client data, track engagement metrics, and listen to client feedback to identify areas for upselling or additional support. Discuss how understanding client business goals can inform your growth strategies.

Share a project where your involvement led to a significant impact on client satisfaction or product adoption. Discuss the steps you took, the challenges you faced, and the measurable results achieved.