Enterprise Customer Success Manager - FR/ENG
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!
About the role
As a Tier 2 Customer Success Manager (CSM), you will drive adoption, retention, and growth across a larger portfolio of Enterprise accounts (below €3K MRR each), using a scalable and standardized approach. You will bring organization, efficiency, and a strong customer-relationship mindset to manage volume without sacrificing quality of service.
This is a scaled / low-touch Customer Success model: you will be responsible for a portfolio of roughly 60–75 accounts, generating around €1.5M in ARR, and your success will be measured by portfolio-wide adoption, retention, and satisfaction.
Your impact at Brevo
- Own a portfolio of 60–75 Enterprise accounts under €3K MRR each, maximizing product adoption, retention, and customer satisfaction at scale.
- Deliver a standardized onboarding experience: guide new customers through a basic onboarding journey within their first 30 days (no dedicated technical support unless purchased separately, e.g. 8 hours of Implementation Consultant support included in the order form).
- Identify and support growth opportunities (upsell / cross-sell) across the portfolio, with a focus on volume.
- Manage renewals using established, process-driven playbooks.
- Apply established frameworks and processes to identify and mitigate customer risk (e.g. churn signals, low adoption).
- Handle customer escalations within defined, standardized processes; coordinate with directly involved internal teams (Support, Product) as needed.
- Run operational business reviews with customers to track adoption and value realization.
- Coordinate primarily with the teams directly involved in your accounts (Support, Product), escalating to other stakeholders when required.
Who you are
- Proven experience in Customer Success, Account Management, or a similar customer-facing role, ideally managing a high-volume portfolio.
- Strong organizational skills and the ability to prioritize across a large number of accounts simultaneously and with minimal oversight
- Excellent customer relationship management skills, with a focus on driving product adoption at scale.
- Good presentation and communication skills
- Comfort working with standardized processes and playbooks.
- Working proficiency in English and French (Rest of Europe scope).
- Familiarity with SaaS Customer Success metrics (adoption, retention, NRR/GRR) is a plus.
- Comfortable working with data and KPIs, with a willingness to build a more structured, data-driven approach over time
What we offer!
- 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).
- 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 our CS Team Lead (30 min)
- Use case
- Presentation of the use case to the team (45 min)
Whoever you are, wherever you’re from, if this role speaks to you, we’d love to hear from you.