Digital Customer Success Manager

Collaboration and innovation, while staying humbly open is at the root of our identity. Brevo, formerly known as Sendinblue, is the leading Customer Relationship Management (CRM) suite designed to efficiently build meaningful customer relationships at scale in a fast changing digital world. With Brevo, businesses have a unified view of the customer journey in one easy-to-use platform to grow their business with intuitive marketing and sales tools such as Marketing Automation, Marketing Campaigns over Email, SMS, WhatsApp, Chat, and much more. Today, more than 500,000 businesses across 180 countries, including Sodexo, Louis Vuitton, Carrefour, eBay, and Michelin, trust Brevo’s reliable technology and 75+ integrations to deliver unparalleled customer experiences, reduce costs, and drive sales in one CRM suite. Brevo reached the coveted Centaur status with $100M ARR in January 2023, and has more than 800 employees globally. Its global operations are headquartered in Paris. 
As the recipient of 2022 Best in Biz SMBs and 2023 Built In Best Places to Work awards, we truly value creating a space where our team members and clients feel that they are heard and respected. North America is our fastest growing market and this is a heavily influential role. If you’re looking for a fast-paced and exciting environment where your potential for growth and development is unlimited, then we look forward to meeting you soon!
The role of our Customer Success team is to make sure that our enterprise customers get the best out of their Brevo platform. They manage a large portfolio of customers from onboarding to renewal and work hand and in hand with them to ensure long-term satisfaction, retention, and growth. We are looking for a Digital Customer Success Manager to join our Toronto team and work together with our international Customer Success team.

As a Digital Customer Success Manager, you will:

• Animate the Small and Midsize Business (SMB) client portfolio using a one to many mindset while continuing to personalize strategies
• Define automation and strategies according to several variables: Customer Journey phase, segments, contract phase, behaviour, satisfaction, etc.
• Use various channels (Email, Webinars, Survey, Phone, Articles, User groups, etc.)
• Define and optimize client segmentation
• Animate with latest news (Product features, Demo, Use cases)
• Determine leading indicators and customer data reporting
• Monitor progress for KPI achievement, run analysis to seek improvements, iterate and finetune the strategy
• Communicate with other CSMs to ensure consistency in client communication, encourage best practices, and share knowledge within the Customer Success team

Required skills that will contribute to your success:

• You have a Customer-centric focus
• At least 2 years of relevant work experience in CSM
• A minimum of 2 years' experience in the Martech industry or relevant marketing experience.
• Strong ability to understand, manage and drive customers' needs and marketing strategy 
• Proven track record of sustained target achievement
• Excellent presentation and communication skills 
• Ability to drive issue resolution and work in collaboration with all departments (sales, product, care, finance, etc.)
• Proactive, autonomous, and efficient
• You are Data-driven and a Team Player

What we offer:

• Hybrid/remote work options
• Visit our global offices via Interoffice Trip Program
• Bi-Annual Global Team Building Trip
• Health/vision/dental benefits - Employer-sponsored
• Lunch on us! Monthly lunch-stipend 
• Parental leave top-up (up to 22 weeks)
• Simple IRA with an employer contribution match
• Opportunities for professional development
• Work with an international and collaborative scale-up in a hyper-growth environment
• Tons of fun team outings/activities and more!

Brevo puts diversity and inclusion at the heart of its values. We examine all applications with treatment based on equal skills and applying the principles of non-discrimination.
Brevo values work-life balance and offers flexible working hours and remote work. Most of our teams will be working mostly remotely and others will follow a hybrid model depending on the nature of the job. This policy is based on a mutual understanding between the Head of, Managers, and Team Members.