Senior Customer Success Manager – FR/ENG

Role Overview

• 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

Requirements

• 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

Benefits

• RTT days off
• 50% public transport reimbursement
• Sustainable Mobility Package
• Daily Swile meal vouchers (€12.50/day)
• Access to English classes
• 155,000+ courses on Udemy
• Remote-friendly setup
• Budget to support your home workspace
• Relocation assistance for international talents
• Top-notch private healthcare (70% covered)
• 6-week second-parent leave
• Extra time off if your child is sick
• Services related to prevention, health and personal and professional well-being