Enterprise Customer Success Manager
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Job Description
Enterprise Customer Success Manager owning renewals, retention, and expansion for JoomPulse accounts. Using AI analytics from Mercado Livre and Shopee to deliver actionable seller insights.
Responsibilities:
- Own the relationship, the delivered value, and the renewal of every enterprise account
- Run the monthly business review with the client's team and quarterly planning across the book
- Turn Mercado Livre and Shopee data into personal insights and practical recommendations
- Drive retention and expansion revenue inside the existing client base
- Conduct in-depth interviews and training demonstrations to gather customer insights and advocate for customer needs in product discussions
- Keep the client satisfaction index for the service high
- Travel to clients and industry events: 2–3 trips per year plus ad hoc visits
Requirements:
- End-to-end ownership of large marketplace seller or brand accounts: onboarding, adoption, business review rhythm, renewal and expansion
- Practical knowledge of brand-side marketplace metrics: category share by value and units, 1P vs 3P, assortment and availability, BuyBox, average ticket, unauthorised seller detection
- Experience with price policy compliance for brands: suggested vs monitored price, share of listings inside and outside policy, EAN/SKU matching
- Ability to read raw data, decide what it means for the client's commercial plan and write a recommendation the client can act on
- Presentation skills at senior level: business reviews for brand managers, e-commerce heads and commercial directors
- Commercial skills inside an existing account: building the case for an add-on, negotiating a renewal, working with a procurement team
- Composure in difficult conversations: explaining a data discrepancy or a missed deliverable without losing the relationship
- Practical daily use of LLMs and AI agents at work
- English at B2 level or above (preferred)
- Spanish is a plus
Benefits:
- Compensation package: base salary and bonuses
- PJ employment with a possibility to move to CLT employment later
- Collaboration with colleagues across Portugal, Brazil, Latvia and China, with opportunities for promotions
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