Digital Customer Success Manager

Summary

Join Brevo's Toronto team as a Digital Customer Success Manager to animate SMB client portfolios, define automation strategies, and optimize client segmentation. This role requires strong customer-centric focus, relevant work experience in CSM, and excellent presentation and communication skills.

Requirements

• 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

Responsibilities

• 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

Benefits

• 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