Senior Enterprise Customer Success Manager - FR/ENG

Job description

At Brevo, we’re not just building a CRM. With our technology, **we’re helping millions of organizations build lasting relationships with their customers.** From emails and SMS to WhatsApp, Chat, and Marketing Automation, **our tools are intuitive, powerful, and built to scale with every ambition.** We give businesses a clear view of the customer journey, so they can focus on what matters: connection. As a **certified B Corp**, we’re proud to grow with purpose, committed to high standards of social and environmental impact, not just performance. Today, more than **500,000 businesses** across **180 countries**—from NGOs like Amnesty International to global brands like Carrefour, eBay, Louis Vuitton, and Michelin—trust Brevo to engage their audiences, cut through complexity, and deliver results. Our **reliable technology** and **75+ integrations** help them create **unparalleled customer experiences,** without the usual tech headaches. We recently exceeded 200m ARR and reached a major milestone by **becoming a Unicorn**, backed by strong growth and global expansion - and we’re just getting started! As a Senior Customer Success Manager at Brevo, you’ll own a portfolio of high‑value, stategic enterprise customers and act as their strategic partner across the full lifecycle. This is a highly collaborative role where you’ll run accounts like ongoing projects aligning stakeholders, driving timelines, managing risk, and ensuring customers realize value from Brevo. ### Your impact at Brevo: - Own enterprise account strategy: Co-create Success Plans with your customers, define clear goals and KPIs, and ensure their success is measurable and documented - Drive retention & risk management: Proactively monitor account health, anticipate churn risks early, and lead recovery plans for stalled or at-risk accounts - Actively drive expansion: Identify cross-sell and upsell opportunities through quarterly business reviews. Work closely with the AE on larger or more complex upsell motions - Lead cross-functional execution: Coordinate internal stakeholders (Sales, Product, Support, Finance, Onboarding/Implementation) and keep them aligned with customer timelines and priorities - Manage executive relationships at scale: Build and nurture trusted, long-term partnerships with C-level and senior executive stakeholders across your portfolio. Act as a strategic advisor and primary point of contact, ensuring alignment between customer objectives and Brevo’s value proposition - Represent the voice of the customer: Bring structured customer feedback to Product and internal teams to continuously improve customer experience and outcomes - Enable customer advocacy: Proactively identify and deliver opportunities for case studies, referrals, event participation, and co-marketing initiatives in close collaboration with the Marketing team - Shape team ways of working & mentor colleagues: constructively challenge existing processes, and actively contribute to team-wide initiatives (enablement, playbooks, process improvements) as well as cross-functional projects ### Who you are: **Who you are:** - Minimum 3+ years in Customer Success and/or Digital Marketing - Proven track record of delivering results against KPIs such as Renewal Rate, Expansion, Product Adoption, and Account Health - Experience managing complex enterprise accounts (high MRR, multiple stakeholders) - A genuine Trusted Advisor : you shape customers' marketing strategy before they ask - Native French, fluent English - Data-driven, high ownership and able to navigate ambiguous situations with confidence - Experience with CS tools (Planhat, EverAfter or equivalent) is a plus **Mindset:** Proactive, autonomous, coaching-minded, growth-oriented. ### Why people love working at Brevo: - **A place to grow, together :** Join an international team in a bright, collaborative office located in a vibrant neighborhood. - **Practical perks for everyday balance:** RTT days off, 50% public transport reimbursement, Sustainable Mobility Package (whether you ride a classic bike or go electric, we support your choice to commute greener) and daily Swile meal vouchers (€[12.50/day)](http://12.0.0.50/day)). - **Learning, every step of the way:** Access to English classes and 155,000+ courses on Udemy, plus a strong internal culture of knowledge-sharing and support. - **Flexible for life :** A remote-friendly setup, budget to support your home workspace, and relocation assistance for international talents. - **Wellbeing that works :** Top-notch private healthcare (70% covered), 6-week second-parent leave, extra time off if your child is sick and needs you, and Several services related to prevention, health and personal and professional well-being on Welii platform - **A culture that cares :** From inter-office trips to regular team events, there are plenty of ways to connect beyond your day-to-day. You’ll also find active social, green, and LGBTQIA+ communities, plus Work Council benefits via Leeto, all here to support what matters to you, inside and outside of work. ### Our candidate journey: - Introductory TA call (30 min) - Interview with CS Team Leads - Case study - Case study presentation - Reference check