Senior Customer Success Manager – German Speaker

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 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.

Requirements

• 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
• Strong ability to understand customer needs, proactively manage stakeholder expectations, and shape your customers' marketing strategy as a genuine Trusted Advisor
• Excellent presentation and communication skills.
• German at native level and English at C1/C2 level (written & spoken).
• 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
• Proven ability to work effectively with internal teams — Sales, Product, Support, Finance and beyond — to drive issue resolution and align on customer priorities
• 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
• 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

Benefits

• 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