CSM - Senior Customer Success Manager

Toronto, Canada /
Revenue – Customer Success /
Full-Time
Sendinblue is the European leader in digital marketing software. We are a complete Sales & Marketing toolbox: email, SMS, Facebook ads, chat, CRM, and more in one single SaaS platform. Our mission is to empower all companies with the tools they need to build stronger customer relationships and grow their business through meaningful interactions.

We have a team of more than 600 employees representing over 67 nationalities spread across seven offices located in Paris, Berlin, Sofia, Noida, Bengaluru, Seattle and Toronto.

The role of our Customer Success team is to make sure that our customers get the best experience and value out of their Sendinblue platform. They manage a large portfolio of Enterprise Customers from the contract signature to its renewal. 
Their objectives: Adoption, Satisfaction, Growth, Retention
 

Responsibilities

    • Set your clients up for success: establish critical goals/KPIs and help to achieve them
    • Be Sendinblue’s expert and proactively monitor your client's KPIs to drive adoption & value and in order to prevent the churn
    • Collaborate closely with all departments on a day-to-day basis to help your customers to reach their objectives
    • Contribute to your customer’s marketing strategy and roadmap by developing and maintaining a strategic trusted advisor relationship with them 
    • Be the voice of the customer to the SIB Product team and other departments
    • Drive regular cadence with customers to report on KPIs, share results & actionable items with cross-functional stakeholders
    • Identify, manage & report development and growth opportunities within the portfolio
    • Participate in the team’s effort to build a global Success framework for Sendinblue

Profile

    • Someone with previous CSM experience for at least 4 years
    • 4 years working in a SaaS company
    • Strong ability to understand, manage and drive customers' needs and strategy 
    • Proven track record of sustained target achievement
    • Excellent presentation, written and oral communication skills
    • Ability to drive issue resolution and work in collaboration with all departments (sales, product, care, finance, etc.)
    • Proactive, autonomous and efficient
    • Someone who is data-driven 
    • A great team player, willing to jump right into a fun, relaxed culture

Benefits

    • A unique opportunity to join an international and collaborative scale up environment in a hyper-growth context
    • The chance to grow your professional and technical skills, with real room for career progression
    • Paid time off and paid holidays
    • Budget to support your workspace at home
    • Group Benefit Plan
    • Monthly Lunch Stipend
    • Hybrid/full remote work options
    • Bi-annual global company offsite; inter-office trips (when the current sanitary situation permits)
    • A modern office in a central location with free snacks/drinks and fun activities!
    • Team events and more!
While we know things are a not that good these days because of COVID-19, we are still looking for great candidates to join our amazing team. Our recruiting process will remain virtual (Hangout, Zoom) to provide a safe experience.
Timeline and details of the hiring process will be shared by the TA team during the first call.

Sendinblue puts diversity and inclusion at the heart of its values. We examine all applications with treatment based on equal skills and applying the principles of non-discrimination.
Sendinblue values work-life balance and offers flexible working hours and remote work. The majority of our teams will be working mostly remote and others will follow a hybrid model depending upon the nature of the job. This policy is based on a mutual understanding between Head of, Managers and Team Members.