Customer Onboarding Manager

Brevo is the leading and fast-growing Customer Relationship Management (CRM) suite designed to enable millions of organizations to connect with people using technology for their success. Our platform gives businesses a unified view of the entire customer journey, empowering them to grow with intuitive marketing and sales tools, including Marketing Automation, Email, SMS, WhatsApp, Chat, and much more. Today, more than 500,000 businesses across 180 countries, including Louis Vuitton, Carrefour, eBay, and Michelin, trust Brevo’s reliable technology and 75+ integrations to deliver unparalleled customer experiences, reduce costs, and drive sales. Brevo reached €142M ARR in 2023 (40% growth year on year) and has close to 1,000 employees globally.

Within the international Solutions team, you will ensure that our enterprise customers get the best out of their Brevo platform.

As Onboarding Manager, you will act as a project manager for initial time-to-value for our customers. Onboarding Managers operate in project mode, they work and deliver an Onboarding plan that encompasses all the dimensions necessary for our customer’s first steps: technical assistance, user enablement, flagship use cases, and first point of value. 

As a Customer Onboarding Manager, you will:

• Client onboarding & project management:
• During Handover (with CSM & AE) and Kickoff (with CSM), review and understand the customers’ business objectives goals, and challenges and translate them appropriately into their onboarding process.
• Handle the first level of technical questions and orchestrate internal teams (Specialists, Professional Services, Product) to handle more complex use cases
• Make sure the clients are completing all necessary steps promptly according to their onboarding plan from set up to first time to value
• Work closely with CSMs to manage client expectations and ensure that they have all the information necessary for a smooth transition




• Enablement, knowledge, and processes:
• Create & maintain documentation for every step of the onboarding process for internal use and scalability of the onboarding squad (RACI)
• Design the structure and content of the onboarding program and continuously optimize it
• Define KPIs for the success of new clients aligning with the Brevo products
• Learn and maintain deep expertise in the best practices on the Brevo products to provide ongoing value and support to our onboarding process

What will contribute to your success:

• Fluent in French and English
• You have a Customer-centric focus
• At least 3 years of relevant work experience in CSM/Technical Account Manager/Implementation Manager
• Experience in the Martech industry
• Familiarity with technical concepts or eagerness to understand technical aspects related to email marketing, IP Setup, such as DNS record creation/modification, and the Brevo API.
• Strong ability to understand, manage, and drive customers' needs and marketing strategy
• 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

What we offer :

• A unique opportunity to join an international and collaborative scale-up environment in a hyper-growth context
• Brevo offers an Ownership Plan, which is inspired by ESOP or stock programs. This way, you will participate in the event of financial success with a considerable bonus
• We value work-life balance and offer flexible working hours and remote work up to 3 days a week
• The chance to grow your professional and technical skills, with real room for career progression
• Meal vouchers - Swile (12,5 € per day)
• Excellent private health care, of which 70% is covered by the company
• RTT
• 2 days of remote work per week
• Work's council benefits (Leeto)
• Very competitive referral program
• Second parent leave: 6 weeks of fully paid leave
• English and French classes, and over 155000 courses available on Udemy
• Budget to support your workspace at home
• A modern office in a central location with free fruits, drinks & lots of fun activities
• Relocation package and visa sponsorship for international talents..and more!

Meet us !

• Video call with our HR team (30 minutes)
• Screening with Hiring Manager
• A case study (Onboarding Manager+ Hiring Manager/Managers)
• Reference calls

Brevo 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. 

Brevo values work-life balance and offers flexible working hours and remote work. Most of our teams will be working mostly remotely and others will follow a hybrid model depending on the nature of the job. This policy is based on a mutual understanding between the Head of, Managers, and Team Members.