Senior Customer Success Manager, North America

As a Senior Customer Success Manager at Brevo, your responsibilities include managing a portfolio of clients from onboarding to renewal, ensuring their satisfaction and platform adoption. You'll conduct training sessions and demos, act as an advisor, identify growth opportunities within the portfolio, and report on client health in Salesforce. Collaboration with Sales and Customer Experience teams is crucial for supporting your clients effectively.

Brevo seeks candidates with at least 6+ years of experience in Customer Success Management, preferably with 2+ years in the CRM or Martech industry. Strong communication skills, a customer-centric focus, a proven record of target achievement, and the ability to drive issue resolution across departments are essential qualifications for this role.

Brevo values the growth and development of its employees, offering many professional development opportunities. As a Senior Customer Success Manager, you can benefit from structured training programs, access to resources for skill enhancement, mentorship from experienced colleagues, and eligibility for a bonus program, all within a supportive environment that fosters career advancement.

The work environment at Brevo is dynamic and collaborative. As a Senior Customer Success Manager, you will work both independently and as part of a global team. Brevo promotes flexibility with remote work options and a hybrid model, encouraging a healthy work-life balance, while maintaining an engaged and innovative team culture through team outings and activities.

Senior Customer Success Managers at Brevo enjoy a comprehensive benefits package that includes health, vision, and dental coverage, a monthly lunch stipend, gym passes, a Simple IRA with employer matching, and parental leave top-up. Furthermore, employees can look forward to global team-building trips and the opportunity to participate in an employee share ownership plan.

When answering this question, highlight your previous roles where you managed customer accounts. Discuss specific strategies you used to ensure customer satisfaction and retention. Mention any tools or software you utilized, such as CRM systems, to track customer engagement and outcomes.

It's vital to approach this question by demonstrating your problem-solving skills. Discuss a specific case where you turned a dissatisfied client into a satisfied one by actively listening to their concerns, taking immediate action to resolve the issue, and maintaining regular follow-ups to ensure ongoing satisfaction.

In your response, mention techniques like personalized onboarding sessions, regular check-ins, and tailored training programs. Highlight the importance of understanding client needs and challenges to modify your approach, ensuring they fully utilize Brevo’s features for their business objectives.

Share your metrics of choice for assessing account health, such as retention rates, customer satisfaction scores, and usage statistics. Talk about how you analyze this data to inform your interactions with clients and make strategic adjustments to drive better outcomes.

Use a specific example where your keen observational skills led you to uncover potential growth within a client account. Discuss how you presented your findings, the solution you proposed, and the result of your efforts, emphasizing the positive impact on both the client and your organization.

Discuss your methodologies for keeping abreast of industry developments, like attending webinars, reading relevant publications, and participating in professional networks. Explain how you apply this knowledge to enhance your approach in customer success and anticipate client needs.

In responding to this question, outline your organizational methods, such as using task management tools or prioritizing based on urgency and impact. Give an example of a situation where effective prioritization led to successful outcomes in serving client needs.

Emphasize the importance of communication and teamwork. Provide examples of how you've worked with sales, marketing, or product teams to align on customer needs, share feedback, and contribute to product development initiatives to enhance customer success continually.

Tailor your answer to connect your experience, skills, and values with Brevo's vision and mission. Highlight your customer-centric focus, collaborative mindset, and passion for driving customer success through innovative solutions and strategies.

This question allows you to convey your problem-solving and communication skills. Discuss your approach to listening to client feedback, explaining the current capabilities while capturing their request for future discussions with product teams, and proposing alternative solutions to ensure continued value.