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 will own a strategic portfolio of large enterprise customers and act as their long-term strategic partner across the full customer lifecycle. You are their go-to marketing advisor, someone who delivers answers and recommendations before they are even asked, and who understands their business strategy and marketing goals as well as their own teams do. This role requires deep engagement, excellent stakeholder management, and a natural leadership presence within the team.
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 quartely 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.
- Establish a strong customer cadence: Conduct Quarterly Business Reviews (QBRs) with your clients to track business performance, identify growth opportunities, and translate data into concrete, actionable recommendations.
- 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: Take a natural leadership role within the team - mentor junior CSMs, constructively challenge existing processes, and actively contribute to team-wide initiatives (enablement, playbooks, process improvements) as well as cross-functional projects.
Who you are:
Experience & Performance:
At least 3 years of relevant work experience 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 with high MRR and multiple stakeholders
Strategy & Customer Mindset:
Strong ability to understand customer needs, proactively manage stakeholder expectations, and shape your customers’ marketing strategy as a genuine Trusted Advisor
Communication & Stakeholder Management:
Excellent presentation and communication skills.
German at native level and English at C1/C2 level (written & spoken).
Project Management & Execution:
Strong project management skills to coordinate complex accounts, timelines, and multiple stakeholders end-to-end
High ownership, clear prioritization, and the ability to navigate ambiguous situations with confidence
Cross-Functional Collaboration:
Proven ability to work effectively with internal teams — Sales, Product, Support, Finance and beyond — to drive issue resolution and align on customer priorities
Tools & Data Orientation:
Experience with CS tools such as Planhat, EverAfter, or equivalent platforms is a plus
Data-driven approach: you know your KPIs precisely and always have a clear action plan ready
Mindset & Ways of Working:
Proactive, autonomous, and efficient; comfortable working in a fast-paced, ever-changing environment
Strong team player with a genuine coaching mindset towards junior colleagues
Curious, growth-oriented, and an ambassador for Brevo’s vision — both internally and externally
Why people love working at Brevo:
- A place to grow, together: Join an international team in a bright, collaborative office located in a vibrant neighbourhood; Free fruits & drinks & Snacks, Pizza Wednesdays, Monthly breakfasts & many other events and fun activities
- Practical perks for everyday balance: 125 Euro monthly budget to subsidize expenses like Lunch, Internet and well-being activities; Fully paid Urban Sports Club M Membership; Subsidized BVG ticket for public transportation; Budget to support your workspace at home
- Learning, every step of the way: Language learning with Babbel app
- Flexible for life: 30 days of vacation, 2 days of remote work per week and Work from Abroad policy; Relocation package and visa sponsorship for international talents
- Wellbeing that works: Second parental leave: 1 month of fully paid leave; Company pension plan subsidized by Brevo
- 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+ committees
Candidate journey:
- Video call with TA & People Ops Specialist
- Case study
- On Site Interview with future colleague and our CEO Germany
Whoever you are, wherever you’re from, if this role speaks to you, we’d love to hear from you.
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
