Senior Customer Success Manager - French Speaker (Hybrid Remote Policy) - job 2 of 2

As a Senior Customer Success Manager at Brevo, your primary responsibilities include managing a portfolio of enterprise clients from onboarding to renewal, driving adoption of Brevo's platform, and identifying growth opportunities. You'll also collaborate with sales and product teams, and proactively address customer needs to ensure maximum satisfaction and retention.

To qualify for the Senior Customer Success Manager role at Brevo, you should have at least 4 years of relevant experience, excellent communication skills in both French and English, strong marketing knowledge, and a proven track record in customer relationship management. A customer-centric mindset and the ability to work collaboratively with various teams are critical for success in this position.

At Brevo, the onboarding process for new clients is designed to be seamless and supportive. As a Senior Customer Success Manager, you will guide clients through this process, ensuring they understand how to utilize the platform effectively. You'll share best practices and conduct demo sessions to empower them to kick-start their journey with Brevo.

Brevo prioritizes the professional development of its employees, offering plenty of opportunities for growth. As a Senior Customer Success Manager, you will have access to over 155,000 courses on Udemy, language classes, and a budget to enhance your workspace at home. This commitment demonstrates Brevo's support for continuous learning and career advancement.

Brevo's hybrid remote policy allows for flexible working arrangements tailored to the nature of the job. Most teams, including yours as a Senior Customer Success Manager, will work primarily remotely, fostering a collaborative culture through communication and mutual understanding. This policy is designed to support work-life balance while ensuring team cohesion.

In managing customer relationships, I believe in proactive engagement through regular check-ins, understanding customer goals, and ensuring they are getting the value they expect from Brevo. This involves using data to track progress and identify areas for improvement, ensuring that clients feel supported and valued.

Handling a difficult customer situation requires active listening and empathy. I would first acknowledge the customer's concerns, validate their feelings, and then work collaboratively with them to find a solution. It’s important to demonstrate that I am committed to resolving their issues and enhancing their experience with Brevo.

To drive product adoption, I would implement tailored training sessions and provide relevant case studies that showcase Brevo's capabilities. I also believe in continuous engagement, checking in with clients regularly and sharing updates or new features that align with their needs which can further enhance their experience.

Success in my role can be measured through metrics like customer satisfaction scores, renewal rates, and the level of engagement with the Brevo platform. I also track the growth of client accounts and their overall success with our solutions as key indicators of my effectiveness.

In a previous role, I collaborated with the sales team to identify pain points communicated by our customers. We worked together to create a feedback loop that informed product improvements, ultimately enhancing customer satisfaction and reducing churn. This synergy is vital for success.

Key skills for this role include excellent communication and interpersonal skills, strong analytical abilities to interpret customer data, a customer-centric mindset, and the analytical skills necessary to foresee client needs. Proactivity and resilience in the face of challenges also stand out as crucial traits.

To create a global success framework, I would begin by gathering insights from various teams and clients, identifying best practices, and analyzing data trends. This collaborative approach ensures the framework is comprehensive and effectively addresses the varying needs of our diverse customer base.

In my previous position, I utilized metrics from customer usage data to identify underutilized features of our platform. I then organized targeted training sessions for those clients, leading to improved engagement and overall customer satisfaction, showcasing the power of data-driven decisions.

I am motivated by the satisfaction of seeing clients achieve their goals through our solutions. The thrill of building long-term relationships and providing support that directly impacts a client's success fuels my passion for working in Customer Success.

Balancing the needs of multiple clients requires strong time management skills and prioritization. I would use a structured approach, segmenting clients based on their level of engagement and urgency of needs, while ensuring I provide consistent communication and follow-ups to maintain positive relationships.